SD0-101 Online Practice Questions and Answers

What might your Service Desk do to build a good a relationship with its users?

A. Produce detailed SLA reports

B. Regularly hit 99.6% system availability

C. Deliver consistent service levels

D. Maintain a formal distance from users

Matching the users communication style is important because

A. It increases comprehension, understanding and customer satisfaction levels

B. It increases comprehension, understanding and reduces call volumes

C. It increases comprehension, understanding and reduces call duration

D. It increases comprehension, understanding and first contact resolution

What is the most important thing to remember when writing an email?

A. Use emoticons toindividualise your emails

B. Use abbreviations to ensure a speedy response

C. Review your email if you have time

D. Use a clear, concise style of writing

Which of these options can be described as controlling tasks that are measurable, definable and repeatable?

A. Company Practices

B. Process Management

C. ITIL Processes

D. Service Management

What is the correct procedure for leaving a voice mail?

A. Leave your name and tell the user you will call them back in the next hour or so

B. Leave the date, time and your name, SLA requirements, detailed information regarding the Service Desk process for this type of incident and advise them to do nothing until they hear from you again

C. Leave your name, date and time, contact number, incident number, the reason for your call and any action required of the user

D. Leave the user with the message that the service desk tried to call them, give the time and date of the call, advise them that there has been a development with their incident

Which of these options best describes the primary purpose of Knowledge Management?

A. It improves efficiency by reducing the need to rediscover knowledge

B. It ensures that there is a large volume of technical information available

C. It ensures that Incident records contain meaningful resolution information

D. It provides workaround solutions for routine Incidents

Legal compliance has been stressed by your security manager as a requirement for the entire organisation. Which of these options is the best example of how legal compliance assists an organization to work securely?

A. It creates a feeling of security for new starters

B. It helps to keep the assets of theorganisation safe

C. It protects the moral integrity of the team

D. It alleviates the need for CCTV in the office environment

Which of the options best describes why confidentiality is important?

A. It protects the Service Desk Analyst from any embarrassment

B. It protects the user and company from cold calling

C. It protects the user and company from information abuse

D. It protects identity information

Which option best describes a key component of an effective IT Service Continuity Management plan?

A. How to manage multiple points of concern

B. InformationTechnologys decisions concerning which users are most important

C. Single point of failure identification and elimination

D. Identification of possible venues for the Service Desk

Which of these options is a primary objective of customer satisfaction surveys?

A. To benchmark and trend customer satisfaction

B. To make users feel important

C. To assist in developing new products and services based upon technical requirements

D. To improve management processes and reporting