SD0-101 - Service Desk Analyst Qualification
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How would you characterise a failing team?
Its members demonstrate low morale
Which of these options best describes IT Service Continuity Management?
Planning to provide minimum services after a disaster
Consider your responsibilities as an SDA: which of these options best describes one of your principal responsibilities?
To provide easily understood and accurate answers to users questions
Which of these options best describes the requirements for successful negotiation?
Set objective criteria to measure results, determine the underlying need and be prepared to compromise
The main purposes of PBX and ACD systems are to
Provide basic telephony functions to the Service Desk and to route calls to ServiceDesk staff based on predefined processes
Typically, between which two parties would an Underpinning Contract be in place?
The ITorganisation and an external supplier
Which of these statements about Problem Management is INCORRECT?
The Service Desk is not responsible for Problem Management but manages Major Incident reviews
What should an SDA reasonably expect of users when they contact the service desk for assistance?
To provide the relevant information needed to resolve their incident
The relationship between the Service Desk and Technical Support is poor; what action would you recommend to improve the situation?
Encourage the sharing of information between the two teams
What is the best way for an SDA to enhance the image of the Service Desk?
Provide accurate information to users without denigrating other teams
Which of these options best describes a router?
A device that connects sub-networks together
Which of these options is NOT a principle of active listening?
Sympathising with the user
Your Service Desk has a Standard Operating Procedure for telephone call handling. Which of these options would NOT be included in that procedure?
Using apersonalised greeting
What is the most important thing to remember when writing an email?
Use a clear, concise style of writing
Which of these options is a typical example of a wireless device?
A Blackberry or PDA
Formal communication includes which of these options?
The users title and no social discussion
What is the difference between ongoing and periodic customer satisfaction surveys?
Ongoing surveys are carried out after Incidents whilst periodic surveys are run on a regular or annual basis
Which option is the best example of an open question?
Please tell me about the situation?
Where would you expect to see a screen pop? As a feature of
Computer Telephony Integration (CTI)
Which of these options will demonstrate your confidence in your ability to handle a support call?
Speaking in a positive tone and style
You have an irate user on the phone who wishes to escalate his/her Incident to your Manager but s/he is currently unavailable; which of these techniques would help resolve the situation?
Maintaining a consistent and professional approach
Which option best describes one of the roles of an SDA?
Managing users expectations
You are handling users Incidents or Service Requests - the impact of a language barrier can mean
There is confusion about the details of the users Incident or Service Request
You are aware of a breach of the IT security policy by a colleague; which of these options is the most important reason for reporting this to the organisation?
It will limit the damage to theorganisation and the user
Which of these options best describes the primary purpose of Knowledge Management?
It improves efficiency by reducing the need to rediscover knowledge
Which of these options is the most important thing to remember to ensure that your verbal skills are good?
Speak in a manner that matches the style of the user
Which of the options best describes primary components of a desktop or laptop system
An operating system, application software and memory
Which activity is part of Change Management?
Approval and scheduling
Why might a Service Desk use Instant Messaging?
To facilitate an immediate response from users
Which of these options best describes Problem Management?
A process to prevent Incidents from occurring
You receive a call from a user who feels they have been let down by the IT department and although they are not yet angry, they clearly feel disappointed. What should you do to rectify this situation?
Ensure the user knows you are going to sort it out for them
Which option best describes an appropriate action for Incident closure?
Updating the Incident log as required
What is the initial step in the problem solving process?
Identify the problem
You receive a call from an important user whose language is very difficult to understand and the situation is becoming frustrating and awkward. What do you do?
Keep the user on the line and escalate the call
You are speaking on the phone to a user who is clearly angry. What is the best technique you should use in this situation?
Be respectful and allow them to vent
Which option best describes the primary objective of Change Management?
To enable beneficial Changes to be made with minimum disruption to IT services
Where would you find clear definitions of boundaries and procedures for dealing with inappropriate behaviour?
Company policy documents
Your Service Desk has a Standard Operating Procedure for call handling that emphasises the importance of using the callers name during the call. What is a key reason for so doing?
It re-focuses the callers attention on the call
Which option can you identify as NOT being a common cause of stress?
Which statement best describes methods by which customer satisfaction surveys are distributed?
By email, by telephone and at face-to-face interviews
Which option best describes the benefits of professionally managing a call?
It increases the confidence of the SDA and the level of customer satisfaction
Your have recently been allowed to use Instant Messaging as another form of support for your user- base. What is the key disadvantage of this method of support?
It does not track activity
The Problem manager in your organisation has told you that one of his teams key tasks is Proactive Problem Management. What did he mean by this?
Theyanalyse Incident records to identify historical and current trends
Which option describes the most important reason for having a process in place for the effective capture and re-use of useful and relevant knowledge?
It ensures that SDAs have access to the knowledge they require
Which of these options best describes how the Priority of an Incident is determined?
A combination of urgency and business impact as defined within the SLA
What can you do to build rapport and match a users communication approach?
Use similar technical terms to the user
Which option best describes a key component of an effective IT Service Continuity Management plan?
Single point of failure identification and elimination
Which option is the most common issue when integrating CTI with Incident Management?
Lack of availability of accurate user data
Which of these options is the best definition of paraphrasing?
To repeat in your own words what the user has said
Which of these options is NOT part of the Incident logging process?