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: Dec 16, 2025

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Question 1

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 2

What might your Service Desk do to build a good a relationship with its users?

A : oduce detailed SLA reports

B : gularly hit 99.6% system availability

C : liver consistent service levels

D : intain a formal distance from users

Answer: C

Question 3

What is the best way for an SDA to enhance the image of the Service Desk?

A : ess to reflect your professionalism

B : ure users are aware that the Service Desk is the key component in IT

C : ovide accurate information to users without denigrating other teams

D : vise users of resolutions via the weekly Service Desk email

Answer: C

Question 4

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

Question 5

Which of the options best describes why confidentiality is important?

A : protects the Service Desk Analyst from any embarrassment

B : protects the user and company from cold calling

C : protects the user and company from information abuse

D : protects identity information

Answer: C

Page: 1 / 34

Total 166 Questions | Updated On: Dec 16, 2025

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