SD0-101 Online Practice Questions and Answers

Where would you find clear definitions of boundaries and procedures for dealing with inappropriate behaviour?

A. Company policy documents

B. Incident Management documents

C. Service Desk procedure documents

D. Service Level Agreement documents

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

The relationship between the Service Desk and Technical Support is poor; what action would you recommend to improve the situation?

A. Encourage the sharing of information between the two teams

B. Escalate it immediately to management

C. Live with itit happens in every organisation

D. Suggest the technical support team have some soft-skills training

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

A. Produce detailed SLA reports

B. Regularly hit 99.6% system availability

C. Deliver consistent service levels

D. Maintain a formal distance from users

Which option defines a skill required for effective problem solving?

A. Understanding the customer as a human being

B. Knowing when to take responsibility

C. Acting on intuition or impulse

D. Identifying known errors for the Service Knowledge Management System

What is the initial step in the problem solving process?

A. Identify possible causes of the problem

B. Search the Service Knowledge Management System (SKMS)?

C. Identify the problem

D. Document the problem

What are the benefits of conveying empathy to users?

A. It makes the user think that you know how they feel and creates a rapport

B. It makes the user think that you understand how they feel and that you have thetechnical skill to resolve their issue

C. It makes the user feel sorry for you and creates a rapport

D. It creates a rapport and helps the users understand how busy you are

You receive a call from a user who feels they have been let down by the IT department and although they are not yet angry, they clearly feel disappointed. What should you do to rectify this situation?

A. Providean reason for everything that has happened

B. Explain that it was the infrastructureteams error that you will correct

C. Ensure the user knows you are going to sort it out for them

D. Escalate the call to your manager immediately

Which of the options best describes why confidentiality is important?

A. It protects the Service Desk Analyst from any embarrassment

B. It protects the user and company from cold calling

C. It protects the user and company from information abuse

D. It protects identity information

Which of these options is a commonly used peripheral device?

A. Scandisk

B. Mobile/cell phone

C. Email server

D. Scanner