SD0-101 - Service Desk Analyst Qualification

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Example Questions

How would you characterise a failing team? Which of these options best describes IT Service Continuity Management? Consider your responsibilities as an SDA: which of these options best describes one of your principal responsibilities? Which of these options best describes the requirements for successful negotiation? The main purposes of PBX and ACD systems are to Typically, between which two parties would an Underpinning Contract be in place? Which of these statements about Problem Management is INCORRECT? What should an SDA reasonably expect of users when they contact the service desk for assistance? The relationship between the Service Desk and Technical Support is poor; what action would you recommend to improve the situation? What is the best way for an SDA to enhance the image of the Service Desk? Which of these options best describes a router? Which of these options is NOT a principle of active listening? Your Service Desk has a Standard Operating Procedure for telephone call handling. Which of these options would NOT be included in that procedure? What is the most important thing to remember when writing an email? Which of these options is a typical example of a wireless device? Formal communication includes which of these options? What is the difference between ongoing and periodic customer satisfaction surveys? Which option is the best example of an open question? Where would you expect to see a screen pop? As a feature of Which of these options will demonstrate your confidence in your ability to handle a support call? 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? Which option best describes one of the roles of an SDA? You are handling users Incidents or Service Requests - the impact of a language barrier can mean 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? Which of these options best describes the primary purpose of Knowledge Management? Which of these options is the most important thing to remember to ensure that your verbal skills are good? Which of the options best describes primary components of a desktop or laptop system Which activity is part of Change Management? Why might a Service Desk use Instant Messaging? Which of these options best describes Problem Management? 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? Which option best describes an appropriate action for Incident closure? What is the initial step in the problem solving process? 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? You are speaking on the phone to a user who is clearly angry. What is the best technique you should use in this situation? Which option best describes the primary objective of Change Management? Where would you find clear definitions of boundaries and procedures for dealing with inappropriate behaviour? 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? 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? Which option best describes the benefits of professionally managing a call? 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? 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? 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? Which of these options best describes how the Priority of an Incident is determined? What can you do to build rapport and match a users communication approach? Which option best describes a key component of an effective IT Service Continuity Management plan? Which option is the most common issue when integrating CTI with Incident Management? Which of these options is the best definition of paraphrasing? Which of these options is NOT part of the Incident logging process?