Service Desk Analyst Qualification
Questions, Answers, Braindumps (SD0-101)
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QUESTION NO: 1
Which of these options is a benefit of self-service
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
QUESTION NO: 2
Which option is the best example of a closed question?
A. What are the symptoms of your Incident?
B. Tell me what you were doing immediately prior to
C. What version of the software do you have?
D. How can I be of help?
QUESTION NO: 3
Which would be a common use of self-healing technology?
A. Automated dial-up
B. Anti-virus software
C. Password locking
D. Autonomous agent
QUESTION NO: 4
Which of these options is NOT part of the correct procedure
for putting a user on hold?
A. Asking the user for permission to remotely access
B. Communicating a valid reason for putting the user
C. Giving the user a reasonable time frame
D. Regularly updating the user about the wait-time
QUESTION NO: 5
Your organisation has recently implemented SLAs and
OLAs. A new starter on your team has confided in you
that they dont really understand what an OLA is; how
would youexplain it to him/her?
A. It is a legally enforceable contract between a user
and a supplier to ensure usersatisfaction with services
B. It is an ad-hoc arrangement between internal support
teams that is helpful to the support of a contract
C. It is an agreement between internal support teams
that defines the support necessary to meetdelivery of
D. It is a methodology used to measure compliance to
QUESTION NO: 6
Which option is a benefit of using Knowledge Management
in a Service Desk?
A. This ensures that all staff will log Incidents uniformly
B. It removes the need for training of Service Desk
C. It reduces the Incident talk time for users
D. It reduces the overall cost of support
QUESTION NO: 7
In order to measure its efficiency, a Service Desk routinely
measures First Contact Resolution performance; what
else might this data be used for?
A. To measure the effectiveness of the escalation procedure
B. To indicate levels of customer satisfaction
C. To measure how long users wait to speak to an SDA
D. To evaluate and adjust staffing levels
QUESTION NO: 8
Which option best describes one of the roles of an SDA?
A. Managingusers expectations
B. Delivering problem support
C. Negotiating SLAs with customers
D. Achieving reporting targets
QUESTION NO: 9
Consider your responsibilities as an SDA: which of these
options best describes one of yourprincipal responsibilities?
A. To provide easily understood and accurate answers
to users questions
B. To provide technically detailed answers tousers questions
C. To provide users with information about the workings
of the Service Desk
D. To provide recommendations about technical courses
QUESTION NO: 10
A primary responsibility of the Service Desk is to
A. Manage Major Incidents
B. Act as the resolver for all users Incidents and Service
C. Resolve Problems
D. Acknowledge and record all Incidents and Service
QUESTION NO: 11
Which these options would NOT be a responsibility of
the Service Desk?
A. Representing the ITorganisation
B. Delivering first time fixes
C. Operating as a communications channel
D. Providing a reliable IT infrastructure
QUESTION NO: 12
What should an SDA reasonably expect of users when they
contact the service desk for assistance?
A. To provide valuable information regarding their opinion
of the Service Desk
B. To provide valuable information regarding their view
of the SLA
C. To provide an opportunity to receive feedback regarding
their technical ability
D. To provide the relevant information needed to resolve
QUESTION NO: 13
Which of the options best describes a key responsibility
of a Service Desk Manager?
A. To deliver ad-hoc levels of service quality from
the Service Desk
B. To promote the Service Desk to theorganisation and
C. To manage Incidents and Major Incidents
D. To develop and manage the Problem Management team