ITExamDump의 SDI인증 SD0-401 SD0-302 SD0-101덤프는 거의 모든 실제시험문제 범위를 커버하고 있습니다.SDI인증 SD0-401 SD0-302 SD0-101시험덤프를 구매하여 덤프문제로 시험에서 불합격성적표를 받을시ITExamDump에서는 덤프비용 전액 환불을 약속드립니다.
SD0-401 SD0-302 SD0-101인증시험은SDI인증시험중의 하나입니다.그리고 또한 비중이 아주 큰 인증시험입니다. 그리고SDI SD0-401 SD0-302 SD0-101인증시험 패스는 진짜 어렵다고 합니다. 우리ITExamDump에서는 여러분이SD0-401 SD0-302 SD0-101인증시험을 편리하게 응시하도록 전문적이 연구팀에서 만들어낸 최고의SD0-401 SD0-302 SD0-101덤프를 제공합니다, ITExamDump와 만남으로 여러분은 아주 간편하게 어려운 시험을 패스하실 수 있습니다,
ITExamDump는 저희 제품을 구매한 분들이 100%통과율을 보장해드리도록 최선을 다하고 있습니다. ITExamDump를 선택한것은 시험패스와 자격증취득을 예약한것과 같습니다. ITExamDump의 믿음직한 SDI인증 SD0-401 SD0-302 SD0-101덤프를 공부해보세요.
SDI인증 SD0-401 SD0-302 SD0-101시험은 빨리 패스해야 되는데 어디서부터 어떻게 시험준비를 시작해야 하는지 갈피를 잡을수 없는 분들은ITExamDump가 도와드립니다. ITExamDump의 SDI인증 SD0-401 SD0-302 SD0-101덤프만 공부하면 시험패스에 자신이 생겨 불안한 상태에서 벗어날수 있습니다.덤프는 시장에서 가장 최신버전이기에 최신 시험문제의 모든 시험범위와 시험유형을 커버하여SDI인증 SD0-401 SD0-302 SD0-101시험을 쉽게 패스하여 자격증을 취득하여 찬란한 미래에 더 가깝도록 도와드립니다.
시험 번호/코드: SD0-401
시험 이름: SDI (Service Desk Foundation Qualification)
시험 번호/코드: SD0-302
시험 이름: SDI (SDI - SERVICE DESK MANAGER QUALIFICATION)
시험 번호/코드: SD0-101
시험 이름: SDI (Service Desk Analyst Qualification)
SD0-101 덤프무료샘플다운로드하기: http://www.itexamdump.com/SD0-101.html
NO.1 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
SDI시험문제 SD0-101 SD0-101
NO.2 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
SDI SD0-101 pdf SD0-101시험문제
NO.3 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.4 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
SDI SD0-101 SD0-101시험문제
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 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
SDI인증 SD0-101기출문제 SD0-101 SD0-101
NO.6 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.7 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
SDI SD0-101 SD0-101
NO.8 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.9 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.10 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
SDI덤프 SD0-101 SD0-101자격증 SD0-101 SD0-101기출문제
NO.11 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
SDI SD0-101최신덤프 SD0-101최신덤프 SD0-101자격증
NO.12 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
SDI SD0-101 SD0-101
NO.13 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.14 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
SDI덤프 SD0-101기출문제 SD0-101 SD0-101
NO.15 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
SDI인증 SD0-101 SD0-101 SD0-101최신덤프
NO.16 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
SDI SD0-101 SD0-101 SD0-101
NO.17 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.18 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
SDI SD0-101 SD0-101덤프
NO.19 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
SDI자료 SD0-101최신덤프 SD0-101덤프 SD0-101
NO.20 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.21 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
SDI SD0-101 SD0-101자격증 SD0-101덤프 SD0-101
NO.22 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
SDI SD0-101 dump SD0-101기출문제
NO.23 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.24 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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NO.25 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
SDI최신덤프 SD0-101 SD0-101덤프 SD0-101시험문제
NO.26 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
SDI SD0-101 SD0-101시험문제 SD0-101 SD0-101
NO.27 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.28 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
SDI SD0-101 SD0-101시험문제 SD0-101자료 SD0-101
NO.29 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
SDI SD0-101 SD0-101인증 SD0-101최신덤프 SD0-101 dump
NO.30 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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