Presentation on theme: "SD0-101 SDI Service Desk Analyst Qualification"— Presentation transcript:
1 SD0-101 SDI Service Desk Analyst Qualification Thousands of IT Professionals before you have already passed their SD0-101 certificationexams using the SDI SD0-101 Practice Exam from ipass4sure.com. Once you start usingour SD0-101 exam questions you simply can't stop! You are guaranteed to pass your SDISD0-101 test with ease and in your first attempt.Here's what you can expect from the ipass4sure SDI SD0-101 course:* Up-to-Date SDI SD0-101 questions designed to familiarize you with the real exam.* 100% correct SDI SD0-101 answers you simply can't find in other SD0-101 courses.* All of our tests are easy to download. Your file will be saved as a SD0-101 PDF.* SDI SD0-101 brain dump free content featuring the real SD0-101 test questions.SDI SD0-101 Certification Exam is of core importance both in your Professionallife and SDI Certification Path. With SDI Certification you can get a goodjob easily in the market and get on your path for success. Professionals who passedSDI SD0-101 Certification Exam are an absolute favorite in the industry.If you pass SDI SD0-101 Certification Exam then career opportunities areopen for you.Our SD0-101 Questions & Answers provide you an easy solution to your SDI SD0-101Exam Preparation. Our SD0-101 Q&As contains the most updated SDI SD0-101 real tests.You can use our SD0-101 Q&As on any PC with most versions of Acrobat Reader and preparethe exam easily.
2 A. Always show plenty of sympathy to the users SD0-101QUESTION: 1Your manager has told you that the Service Desk team must provide excellent customerservice at all times. As an SDA, what is the most important thing you must do to ensurethat this happens?A. Always show plenty of sympathy to the usersB. Always follow the procedures you understand bestC. Always reprimand colleagues who fail to deliver service excellenceD. Always listen to what users tell youAnswer: DQUESTION: 2Some things can get in the way of good communication which of these options has thebiggest impact on a Service Desk?A. Noise and general chatterB. Inappropriate SLAs in placeC. An unreliable IT infrastructureD. The users status in the organisationAnswer: AQUESTION: 3Which option is the best example of a closed question?A. What are the symptoms of your Incident?B. Tell me what you were doing immediately prior to the Incident?C. What version of the software do you have?D. How can I be of help?Answer: CQUESTION: 4What is the best type of questioning to use to disengage a caller whilst ensuringa professional approach to call management?A. Reflective questions
3 A. Asking the user for permission to remotely access their system SD0-101B. Rapid questionsC. Open questionsD. Closed questionsAnswer: DQUESTION: 5Which of these options is NOT part of the correct procedure for putting a user on hold?A. Asking the user for permission to remotely access their systemB. Communicating a valid reason for putting the user on holdC. Giving the user a reasonable time frameD. Regularly updating the user about the wait-timeAnswer: AQUESTION: 6Your organisation has recently implemented SLAs and OLAs. A new starter on yourteam has confided in you that they dont really understand what an OLA is; how wouldyou explain it to him/her?A. It is a legally enforceable contract between a user and a supplier to ensureuser satisfaction with services offeredB. It is an ad-hoc arrangement between internal support teams that is helpful to thesupport of a contractC. It is an agreement between internal support teams that defines the support necessary tomeet delivery of IT ServicesD. It is a methodology used to measure compliance to standards of behaviourAnswer: CQUESTION: 7Which option is a benefit of using Knowledge Management in a Service Desk?A. This ensures that all staff will log Incidents uniformlyB. It removes the need for training of Service Desk staffC. It reduces the Incident talk time for usersD. It reduces the overall cost of support
4 Contact Resolution performance; what else might this data be used for? Answer: DQUESTION: 8In order to measure its efficiency, a Service Desk routinely measures FirstContact Resolution performance; what else might this data be used for?A. To measure the effectiveness of the escalation procedureB. To indicate levels of customer satisfactionC. To measure how long users wait to speak to an SDAD. To evaluate and adjust staffing levelsAnswer: BQUESTION: 9Which option best describes one of the roles of an SDA?A. Managing users expectationsB. Delivering problem supportC. Negotiating SLAs with customersD. Achieving reporting targetsAnswer: AQUESTION: 10Consider your responsibilities as an SDA: which of these options best describes one ofyour principal responsibilities?A. To provide easily understood and accurate answers to users questionsB. To provide technically detailed answers to users questionsC. To provide users with information about the workings of the Service DeskD. To provide recommendations about technical courses to usersAnswer: AQUESTION: 11A primary responsibility of the Service Desk is to
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