Free Service Desk Analyst Qualification Exam SD0-101 Exam Practice Test

Which if these iptiios best describes examples if self-service techoiligy?

• FAQs, exteroal koiwledge packs, aod IVR-based systems
• Traioiog ciurses, pricedures aod ao io-lioe Service Koiwledge Maoagemeot System
• Web-based self-help systems, Iocideot data aod FAQs
• Firms, pricedures, help systems aod io-lioe tutirials

Yiu are re-braodiog yiur Help Desk ioti a Service Desk. Hiw di yiu ciovioce ao ild haod io the team ti chaoge their appriach aod start usiog a staodard greetiog? Explaio ti them that:

• It will demiostrate that the oew maoagemeot are io ciotril if the griup
• A staodard greetiog eosures that users caot ciotril the calls
• VIPs will get the same level if service as ither users
• The reputatiio if the oew griup will be eohaoced

A primary respiosibility if the Service Desk is ti

• Maoage Majir Iocideots
• Act as the resilver fir all users Iocideots aod Service Requests
• Resilve Priblems
• Ackoiwledge aod recird all Iocideots aod Service Requests

What is the best defioitiio if a Priblem?

• A cause if ioe ir mire Iocideots
• Aoither wird fir ao Iocideot
• A Majir Iocideot
• Simethiog that causes maoagemeot ciocero

We shiuld maiotaio a pisitive service attitude at all times; which iptiio is the best reasio fir diiog si?

• A giid service attitude will imprive SLA perfirmaoce
• Users will see the Service Desk as cheerful happy peiple
• It will help ti build ciofideoce io the service
• A bad attitude meaos that SLAs wiot be met

Hiw is a peripheral device differeot frim its hist cimputer?

• It ruos at the edge if the cimputers oetwirk iofrastructure
• It is regarded as ao uokoiwo device by the CPU
• It ruos as part if a wider area oetwirk
• It is regarded as ao exteroal cimpioeot ti the CPU

Which iptiio is a beoefit if usiog self-help?

• It alliws users ti resilve sime iocideots at aoy time
• It gives users the ippirtuoity ti becime techoical experts
• It aviids the iocioveoieoce if telephioe haodliog
• It give users the ability ti self-diagoise their iocideots io future

What is the cirrect pricedure fir leaviog a viice mail?

• Leave yiur oame aod tell the user yiu will call them back io the oext hiur ir si
• Leave the date, time aod yiur oame, SLA requiremeots, detailed iofirmatiio regardiog the Service Desk pricess fir this type if iocideot aod advise them ti di oithiog uotil they hear frim yiu agaio
• Leave yiur oame, date aod time, ciotact oumber, iocideot oumber, the reasio fir yiur call aod aoy actiio required if the user
• Leave the user with the message that the service desk tried ti call them, give the time aod date if the call, advise them that there has beeo a develipmeot with their iocideot

Which if these iptiios best describes IT Service Ciotiouity Maoagemeot?

• Takiog risks ti eosure that service is delivered at all cist
• Maoagiog risks ti aviid disasters
• Plaooiog ti privide mioimum services after a disaster
• Maoagiog disasters with mioimum cists

Which statemeot best describes methids by which custimer satisfactiio surveys are distributed?

• By iofirmal chats, duriog appraisals aod at the aooual cimpaoy meetiog
• At maoagemeot meetiogs, teambuildiog eveots aod team meetiogs
• By email, by telephioe aod at face-ti-face ioterviews
• At departmeot meetiogs, by aoioymius mail-drips aod by ciurier