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: Aug 20, 2026

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Question 1

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 2

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 3

Which option is a benefit of using self-help?

A : allows users to resolve some incidents at any time

B : gives users the opportunity to become technical experts

C : avoids the inconvenience of telephone handling

D : give users the ability to self-diagnose their incidents in future

Answer: A

Question 4

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 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: Aug 20, 2026

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