SD0-101 Online Practice Questions and Answers

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 option best describes call differentiating?

A. Understanding that 75% of customer satisfaction is derived from psychological needs being met and 25% of business needs being met

B. Understanding that 75% of customer satisfaction is derived from business needs being met and 25% from psychological needs being met

C. Understanding that 65% of customer satisfaction is derived from speedy resolution and 35% from regular status updates

D. Understanding that 90% of customer satisfaction is derived from psychological needs being met and 10% from business needs being met

Which option is the best example of an open question?

A. Where is the key?

B. Please tell me about the situation?

C. Please tell me the serial number?

D. Which floor is your office on?

Which emotional response from a user would be considered unacceptable and would require escalation?

A. Aggression

B. Impatience

C. Cynicism

D. Defensiveness

Under what circumstance would it be acceptable to ask a user a series of closed questions?

A. When you are initially trying to establish the root cause of a users Incident

B. When the user is giving a long winded and very detailed description of their issue

C. When you are taking the details of a new Service Request

D. When you are carrying out a quality review of a resolved Incident

Which option can you identify as NOT being a common cause of stress?

A. Unrealistic work schedules

B. Insufficient rest time

C. A hectic social life

D. Problem Management

Your manager commented on your erratic time management during your last appraisal and asked you to improve your skills in this areA. Of these options, which is the most effective technique you can use to achieve this?

A. Ask your colleagues how they manage their time

B. Ask your manager to create a schedule of tasks and time to be taken

C. Document tasks relating to personal and business tasks

D. Prioritise your daily tasks in order of preference

What is the value in following documented Service Desk procedures?

A. It helps to provide a fast turnaround for Incidents

B. It delivers a metric-focussed service

C. It reduces the cost of the IT infrastructure by 30%

D. It protects management from staff errors

You are aware of a breach of the IT security policy by a colleague; which of these options is the most important reason for reporting this to the organisation?

A. It will limit the damage to theorganisation and the user

B. It will ensure that the appropriate policy is observed and followed

C. It is essential for audit compliance

D. It will improve your career advancement

Which of these options is a commonly used peripheral device?

A. Scandisk

B. Mobile/cell phone

C. Email server

D. Scanner