Name: Service Desk Analyst Qualification
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SKU: SD0-101
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Free SDI SD0-101 Exam Actual Questions

The questions for SD0-101 were last updated On Dec 18, 2024

Question No. 1

Which of these options is an advantage of remote support?

ASDA dependence on remote support

BIncident visibility

CUsers do not need to be involved

DSilent time

Show Answer

Correct Answer: B

Question No. 2

Which of these options is a recognised advantage of self-healing technology?

AIt passes the cost of support to the users

BIt reduces the requirement for SLAs

CIt enables users to fix more Incidents themselves

DIt decreases the cost of support

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Correct Answer: D

Question No. 3

What is the best reason for an SDA to follow documented processes and procedures?

AIt ensures that all customers perform consistently

BIt ensures that the SDA performs consistently

CIt ensures that customers consistently provide positive feedback

DIt ensures that the manager is protected from irate users

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Correct Answer: B

Question No. 4

Which option best describes the benefits of professionally managing a call?

AIt optimises talk time and reduces the volume of calls handled

BIt increases the problem resolution rate and the level of customer satisfaction

CIt increases the average call duration and establishes credibility for the Service Desk

DIt increases the confidence of the SDA and the level of customer satisfaction

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Correct Answer: D

Question No. 5

Consider your responsibilities as an SDA: which of these options best describes one of

your principal responsibilities?

ATo provide easily understood and accurate answers to users questions

BTo provide technically detailed answers to users questions

CTo provide users with information about the workings of the Service Desk

DTo provide recommendations about technical courses to users

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Correct Answer: A