SD0-101 Online Practice Questions and Answers

Which option is the best example of a closed question?

A. What are the symptoms of your Incident?

B. Tell me what you were doing immediately prior to the Incident?

C. What version of the software do you have?

D. How can I be of help?

If you are asked to name a Service Desk best practice, which option would be relevant?

A. SAP

B. KCS

C. Problem Management

D. itSMF

Your organisation documents company policies to which it expects all employees to adhere. What is the most important reason for SDAs to ensure they work within these policies?

A. Company policies support consistentbehaviour

B. Company policiesemphasise deviations from acceptable behaviour

C. Company policies meet theirmanagers criteria for success

D. Company policies support creative approaches for SDA activities

Your organisation is a global one and you support users in different parts of the world. Which statement best describes how you should interact with these users?

A. You should reinforce your values and approaches when dealing with other cultures

B. You should understand the perspective of others andrecognise your reactions to differentcultures

C. You should provide regular examples that demonstrate how different your cultures are

D. You should reassign any calls you receive from other regions to other team members

Which option is the best technique to use when speaking with someone from a different culture or who has difficulty communicating in your language?

A. Ask the user to email you with the details

B. Advise the user about language classes they can take

C. Use paraphrasing to verify your understanding

D. Speak informally to put them at their ease

Which of these options is the best definition of paraphrasing?

A. To repeat in your own words what the user has said

B. To repeat word for word what the manual says

C. To repeat word for word what the user has said

D. To repeat in the same tone what the user has said

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

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 activity is part of Change Management?

A. Trend Analysis

B. Approval and scheduling

C. User acceptance testing

D. Business analysis

Which option best describes examples of information contained in a Service Catalogue?

A. The support model and components for each service and the SLAs in place

B. The service definition, users and customers of the services plus any related knowledge solutions

C. The service definition, the SLA in place and Incident records

D. The support model, components and service management reports