SD0-101 Online Practice Questions and Answers

A new trainee is being inducted into the Service Desk and s/he questions why there are procedures and the need for documentation. What should you tell him/her to justify the need for consistent procedures and processes?

A. Clear procedures mean that everything is done uniformly to eliminate errors

B. Clear procedures mean that customers receive consistent service

C. SLAs and procedures ensure that staff will not becriticised if targets are not met

D. Consistent procedures mean that SLAs and OLAs will always be met

You are logging a Service Request for a user speaking a foreign language and you are struggling to understand his/her requirements; which option is NOT an option for language assistance?

A. Language courses

B. Translation applications

C. An interpreter

D. Other Service Desk staff

What is a clear sign that there is a conflict or potentially difficult situation emerging during a call?

A. The caller says that they need to hang up to go to a meeting

B. The caller indicates that their issue must be resolved quickly

C. The caller indicates that theydont understand Service Desk processes

D. The caller starts speaking more slowly and quietly

Under what circumstance would it be acceptable to ask a user a series of closed questions?

A. When you are initially trying to establish the root cause of a users Incident

B. When the user is giving a long winded and very detailed description of their issue

C. When you are taking the details of a new Service Request

D. When you are carrying out a quality review of a resolved Incident

What is the main reason for having an Incident Management process?

A. To get users back to work within SLAs

B. To get users back to work within IT priorities

C. To get users back to work quickly

D. To get users back to work according to agreed processes

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. Itminimises the need for user/Service Desk contact

D. It gets people back to work quickly

When you log a user support call what information must you be sure to capture?

A. Theusers expectation of the SLA

B. The Service Desks current workload

C. The last date the user contacted the Service Desk

D. The way the user describes the Incident

When is it necessary to escalate Incidents to other groups?

A. When the support model indicates that the Incident should be assigned elsewhere

B. When the user asks to speak to a specific technician

C. When the Incident has been open for longer than five minutes

D. When the SDAprioritises the Incident as high

Legal compliance has been stressed by your security manager as a requirement for the entire organisation. Which of these options is the best example of how legal compliance assists an organization to work securely?

A. It creates a feeling of security for new starters

B. It helps to keep the assets of theorganisation safe

C. It protects the moral integrity of the team

D. It alleviates the need for CCTV in the office environment

Which of these options is a benefit of self-service technology?

A. Users can log their issues at any time

B. Reduces Problem resolution time

C. Removes the need for human support

D. Reduces the number of Incidents and Service Requests