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ITExamDump를 선택함으로 여러분은 SDI 인증SD0-101시험에 대한 부담은 사라질 것입니다.우리 ITExamDump는 끊임없는 업데이트로 항상 최신버전의 SDI 인증SD0-101시험덤프임을 보장해드립니다.만약 덤프품질을 확인하고 싶다면ITExamDump 에서 무료로 제공되는SDI 인증SD0-101덤프의 일부분 문제를 체험하시면 됩니다.ITExamDump 는 100%의 보장도를 자랑하며SDI 인증SD0-101시험을 한번에 패스하도록 도와드립니다.
시험 번호/코드: SD0-101
시험 이름: SDI (Service Desk Analyst Qualification)
ITExamDump의SDI SD0-101인증시험의 자료 메뉴에는SDI SD0-101인증시험실기와SDI SD0-101인증시험 문제집으로 나누어져 있습니다.우리 사이트에서 관련된 학습가이드를 만나보실 수 있습니다. 우리 ITExamDump의SDI SD0-101인증시험자료를 자세히 보시면 제일 알맞고 보장도가 높으며 또한 제일 전면적인 것을 느끼게 될 것입니다.
그렇게 많은 IT인증덤프공부자료를 제공하는 사이트중ITExamDump의 인지도가 제일 높은 원인은 무엇일가요?그건ITExamDump의 제품이 가장 좋다는 것을 의미합니다. ITExamDump에서 제공해드리는 SDI인증 SD0-101덤프공부자료는SDI인증 SD0-101실제시험문제에 초점을 맞추어 시험커버율이 거의 100%입니다. 이 덤프만 공부하시면SDI인증 SD0-101시험패스에 자신을 느끼게 됩니다.
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SD0-101 덤프무료샘플다운로드하기: http://www.itexamdump.com/SD0-101.html
NO.1 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 staff
C. It reduces the Incident talk time for users
D. It reduces the overall cost of support
Answer: D
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NO.2 What is the best type of questioning to use to disengage a caller whilst ensuring a professional
approach to call management?
A. Reflective questions
B. Rapid questions
C. Open questions
D. Closed questions
Answer: D
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NO.3 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 you explain it to him/her?
A. It is a legally enforceable contract between a user and a supplier to ensure user satisfaction with
services offered
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 meet delivery
of IT Services
D. It is a methodology used to measure compliance to standards of behaviour
Answer: C
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NO.4 If you are asked to name a Service Desk best practice, which option would be relevant?
A. SAP
B. KCS
C. Problem Management
D. itSMF
Answer: B
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NO.5 Which these options would NOT be a responsibility of the Service Desk?
A. Representing the IT organisation
B. Delivering first time fixes
C. Operating as a communications channel
D. Providing a reliable IT infrastructure
Answer: D
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NO.6 Your manager has emphasised the importance of establishing effective working relationships with
other teams in the organisation. Of these options, which is the most important activity you should
undertake to enable this to happen?
A. Learn about and recognise the roles and responsibilities of other teams
B. Ensure that your team is seen by users as their champion
C. Treat everyone according to their importance in the organisation
D. Make certain that the IT director is aware of inter-team communication issues
Answer: A
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NO.7 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 the organisation and users
C. To manage Incidents and Major Incidents
D. To develop and manage the Problem Management team
Answer: B
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NO.8 Which of these options is a characteristic of a successfully performing team?
A. Attendance at team social events is mandatory.
B. The team leader closely manages everyone equally
C. A team member will do anything to be the best
D. Everyone actively listens to each other
Answer: D
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NO.9 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
Answer: B
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NO.10 Your organisation documents company policies to which it expects all employees to adhere. What is
the most important reason for SDAs to ensure they work within these policies?
A. Company policies support consistent behaviour
B. Company policies emphasise deviations from acceptable behaviour
C. Company policies meet their managers criteria for success
D. Company policies support creative approaches for SDA activities
Answer: A
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NO.11 Why is it important to keep to your commitments to your team members?
A. It will help to ensure that bonuses are paid
B. My colleagues will admire my achievements
C. It improves the morale of the Service Desk
D. Management will not criticise my behaviour
Answer: C
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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 their incident
Answer: D
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NO.13 Which of these options best describes personal accountability?
A. Delivering excellent levels of service quality
B. Admitting to errors
C. Taking ownership of your teams Incidents and Service Requests
D. Behaving and dressing in a distinctive manner
Answer: B
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NO.14 Which of these options best describes a benefit of good teamwork?
A. There is always someone else to pick up any work you fail to do
B. There is commitment to team decisions
C. There is a specialist for each product or service
D. There is less need for person-to-person communication
Answer: B
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NO.15 Which attribute would you expect from good team members?
A. They are nice to everyone
B. They have good timekeeping skills
C. They listen to other peoples point of view
D. They cover up their mistakes
Answer: C
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NO.16 Which option is NOT a characteristic of a successful team?
A. Trust is encouraged amongst team members
B. Support from senior management is received
C. League tables are published
D. Participation in the decision-making process is encouraged
Answer: C
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NO.17 Some things can get in the way of good communication which of these options has the biggest impact
on a Service Desk?
A. Noise and general chatter
B. Inappropriate SLAs in place
C. An unreliable IT infrastructure
D. The users status in the organisation
Answer: A
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NO.18 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 their system
B. Communicating a valid reason for putting the user on hold
C. Giving the user a reasonable time frame
D. Regularly updating the user about the wait-time
Answer: A
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NO.19 A list of desirable attributes included in a job description for a Service Desk Analyst should include ...
A. Seeing a users Incident or Service Request through to resolution, conveying a willingness to help and
being nice to senior management
B. Conveying a willingness to help, focussing on business needs and providing users with the best
possible service
C. Taking ownership of users Problems, maintaining a positive attitude and focussing your attention on
the user
D. Focussing on business needs, providing users with best possible service with an ability to answer a
high volume of calls
Answer: B
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NO.20 Consider your responsibilities as an SDA: which of these options best describes one of your principal
responsibilities?
A. To provide easily understood and accurate answers to users questions
B. To provide technically detailed answers to users questions
C. To provide users with information about the workings of the Service Desk
D. To provide recommendations about technical courses to users
Answer: A
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NO.21 Which option best describes one of the roles of an SDA?
A. Managing users expectations
B. Delivering problem support
C. Negotiating SLAs with customers
D. Achieving reporting targets
Answer: A
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NO.22 What is the best way for an SDA to enhance the image of the Service Desk?
A. Dress to reflect your professionalism
B. Ensure users are aware that the Service Desk is the key component in IT
C. Provide accurate information to users without denigrating other teams
D. Advise users of resolutions via the weekly Service Desk email
Answer: C
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NO.23 We should maintain a positive service attitude at all times; which option is the best reason for doing
so?
A. A good service attitude will improve SLA performance
B. Users will see the Service Desk as cheerful happy people
C. It will help to build confidence in the service
D. A bad attitude means that SLAs wont be met
Answer: C
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NO.24 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 be criticised if targets are not met
D. Consistent procedures mean that SLAs and OLAs will always be met
Answer: B
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NO.25 What is the best reason for an SDA to follow documented processes and procedures?
A. It ensures that all customers perform consistently
B. It ensures that the SDA performs consistently
C. It ensures that customers consistently provide positive feedback
D. It ensures that the manager is protected from irate users
Answer: B
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NO.26 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
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NO.27 Your manager has told you that the Service Desk team must provide excellent customer service at all
times. As an SDA, what is the most important thing you must do to ensure that this happens?
A. Always show plenty of sympathy to the users
B. Always follow the procedures you understand best
C. Always reprimand colleagues who fail to deliver service excellence
D. Always listen to what users tell you
Answer: D
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NO.28 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
Answer: A
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NO.29 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 the Incident?
C. What version of the software do you have?
D. How can I be of help?
Answer: C
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NO.30 How would you characterise a failing team?
A. It is managed without SLAs
B. Its members are very touchy feely
C. Its members demonstrate low morale
D. It is solely focussed on business objectives
Answer: C
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인테넷에 검색하면 SDI SD0-101시험덤프공부자료가 헤아릴수 없을 정도로 많이 검색됩니다. 그중에서ITExamDump의SDI SD0-101제품이 인지도가 가장 높고 가장 안전하게 시험을 패스하도록 지름길이 되어드릴수 있습니다.
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