Free SDI SD0-101 Exam Questions

Become SDI Certified with updated SD0-101 exam questions and correct answers

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Total 166 Questions | Updated On: Mar 05, 2026

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Question 1

You are re-branding your Help Desk into a Service Desk. How do you convince an old hand in

the team to change their approach and start using a standard greeting? Explain to them that:

A : will demonstrate that the new management are in control of the group

B : tandard greeting ensures that users cant control the calls

C : Ps will get the same level of service as other users

D : reputation of the new group will be enhanced

Answer: D

Question 2

Your team always tries to follow the Incident Management process correctly. How does this best

benefit both IT and the organisation?

A : facilitates easier Change Management

B : creates an effective SKMS

C : minimises the need for user/Service Desk contact

D : gets people back to work quickly

Answer: D

Question 3

How best might you use silent time during a call?

A : By reviewing with the user whats happened with the call so far

B : clearly identifying whether this is a Service Desk issue

C : By asking about the users emotional state

D : describing the detail of the behind-the-scenes support process

Answer: A

Question 4

A primary responsibility of the Service Desk is to

A : nage Major Incidents

B : t as the resolver for all users Incidents and Service Requests

C : olve Problems

D : knowledge and record all Incidents and Service Requests

Answer: D

Question 5

Which of these options forms part of the Problem Management process?

A : CAB meeting

B : end analysis

C : Major Incident review

D : nctional Escalation

Answer: B

Page: 1 / 34

Total 166 Questions | Updated On: Mar 05, 2026

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