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

Which of these options is NOT a common technology used by the Service Desk?

A : tomated Call Distribution (ACD)

B : tant Messaging (IM)

C : plication sizing software

D : lf-help systems

Answer: C

Question 2

One of your colleagues has recently become unable to focus on any issue for more than a few

moments. What is this often an indicator of?

A : itive stress

B : at s/he is going for a promotion

C : fluence stress

D : gative stress

Answer: D

Question 3

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 4

Which activity is part of Change Management?

A : end Analysis

B : proval and scheduling

C : er acceptance testing

D : iness analysis

Answer: B

Question 5

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

Instant Messaging (IM) etiquette?

A : oiding the use of abbreviations and emoticons

B : oiding the use of punctuation and single word phrases

C : iting clear and concise messages

D : king time to review your message before sending

Answer: B

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Total 166 Questions | Updated On: Aug 20, 2026

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