Free Online SDI SD0-101 Practice Test

Prepare Your SDI SD0-101 Exam Questions with Free online SD0-101 Practice Test. Get Brilliant Service Desk Analyst Qualification Exam Results with Valid SD0 101 Exam Dumps.

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Total 166 Questions | Updated On: May 13, 2024

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Question 1

Which option is a benefit of using self-help?

A : It allows users to resolve some incidents at any time

B : It gives users the opportunity to become technical experts

C : It avoids the inconvenience of telephone handling

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

Answer: A

Question 2

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

benefit both IT and the organisation?

A : It facilitates easier Change Management

B : It creates an effective SKMS

C : It minimises the need for user/Service Desk contact

D : It gets people back to work quickly

Answer: D

Question 3

Which of these is NOT a valid option for sourcing?

A : Near-shoring

B : Internal-outsourcing

C : Right-sourcing

D : Cross-sourcing

Answer: D

Question 4

A primary responsibility of the Service Desk is to

A : Manage Major Incidents

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

C : Resolve Problems

D : Acknowledge and record all Incidents and Service Requests

Answer: D

Question 5

Which of these options is NOT considered to be proper Short Message Service (SMS) and

Instant Messaging (IM) etiquette?

A : Avoiding the use of abbreviations and emoticons

B : Avoiding the use of punctuation and single word phrases

C : Writing clear and concise messages

D : Taking time to review your message before sending

Answer: B

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Total 166 Questions | Updated On: May 13, 2024

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