SD0-101 Online Practice Questions and Answers

What is the best type of questioning to use to disengage a caller whilst ensuring aprofessional approach to call management?

A. Reflective questions

B. Rapid questions

C. Open questions

D. Closed questions

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

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 users

C. To manage Incidents and Major Incidents

D. To develop and manage the Problem Management team

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

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 focusing 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

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 SLAswont be met

You have an irate user on the phone who wishes to escalate his/her Incident to your Manager but s/he is currently unavailable; which of these techniques would help resolve thesituation?

A. Generally using an informal approach

B. Maintaining a consistent and professional approach

C. Suggesting that they call back when your manager is available

D. Using language that matches their emotions

You are on a call which is degenerating into a tirade of abuse from the caller; how do you react and deal with this?

A. Politely warn the user that they are in the wrong and should calm down

B. Strongly inform the user that you will not stand for abuse in the workplace

C. Strongly warn the user that you will not resolve their issue if they continue to be abusive

D. Politely warn the user that you will hang up or transfer the call if they continue to be abusive

A user has called and is clearly in a state of some distress due to their IT issue; how should you deal with this situation?

A. Revert to formal communication in order to avoid emotional language

B. Empathise with the user by using appropriate informal communication

C. Politely advise the user to act professionally

D. Send them an email with an appropriate emoticon to reflect their mood

Which of these options is NOT part of the Incident logging process?

A. User identification and verification

B. Incidentprioritisation and classification

C. Resolver group escalation

D. Call recording

Which of these is NOT a valid option for sourcing?

A. Near-shoring

B. Internal-outsourcing

C. Right-sourcing

D. Cross-sourcing

An Incident assigned to you requires a number of diagnostic procedures to be carried out over an extended period of time; when should you provide the user with a status update?

A. When any new information becomes available

B. Every hour, regardless of status

C. At appropriate intervals as agreed with the user

D. As soon as a final diagnosis has been made

What is the difference between a desktop system and a server?

A. A server is used only foremails, a desktop system can be used by many people

B. A desktop system is a single usersystem, a server is used by many users

C. A server has a short life-expectancy, a desktop system has a long life-expectancy

D. A desktop system is a two-personworkstation, a server is for one person only

Which option is a benefit of using self-help?

A. It allows users to resolve some incidents at any time

B. It gives users the opportunity to become technical experts

C. It avoids the inconvenience of telephone handling

D. Itgive users the ability to self-diagnose their incidents in future

Your organisation is actively promoting the use of self-service technology. What is a disadvantage of this support option?

A. Users and SDAs feel that the service now offered has become impersonal

B. SDAs and users feel that the service now offered is haphazard

C. The delivery of service now offered uses state-of-the-art technology

D. The service now offered is too simplistic