ITExamDump의SDI인증 SD0-101 덤프는 수많은 시험준비 공부자료 중 가장 믿음직합니다. ITExamDump의 인지도는 업계에 널리 알려져 있습니다. SDI인증 SD0-101덤프로SDI인증 SD0-101시험을 준비하여 한방에 시험패스한 분이 너무나도 많습니다. SDI인증 SD0-101덤프는 실제SDI인증 SD0-101시험문제에 초점을 맞추어 제작한 최신버전 덤프로서 시험패스율이 100%에 달합니다.
ITExamDump의SDI인증 SD0-101덤프는 고객님의 IT인증자격증을 취득하는 소원을들어줍니다. IT업계에 금방 종사한 분은 자격증을 많이 취득하여 자신만의 가치를 업그레이드할수 있습니다. ITExamDump의SDI인증 SD0-101덤프는 실제 시험문제에 대비하여 연구제작된 퍼펙트한 시험전 공부자료로서 시험이 더는 어렵지 않게 느끼도록 편하게 도와드립니다.
시험 번호/코드: SD0-101
시험 이름: SDI (Service Desk Analyst Qualification)
Pass4Tes가 제공하는 제품을 사용함으로 여러분은 IT업계하이클래스와 멀지 않았습니다. Pass4Tes 가 제공하는 인증시험덤프는 여러분을SDI인증SD0-101시험을 안전하게 통과는 물론 관연전업지식장악에도 많은 도움이 되며 또한 우리는 일년무료 업뎃서비스를 제공합니다.
ITExamDump는 여러분을 성공으로 가는 길에 도움을 드리는 사이트입니다. ITExamDump에서는 여러분이 안전하게 간단하게SDI인증SD0-101시험을 패스할 수 있는 자료들을 제공함으로 빠른 시일 내에 IT관련지식을 터득하고 한번에 시험을 패스하실 수 있습니다.
ITExamDump의 SDI인증 SD0-101덤프의 무료샘플을 이미 체험해보셨죠? ITExamDump의 SDI인증 SD0-101덤프에 단번에 신뢰가 생겨 남은 문제도 공부해보고 싶지 않나요? ITExamDump는 고객님들의 시험부담을 덜어드리기 위해 가벼운 가격으로 덤프를 제공해드립니다. ITExamDump의 SDI인증 SD0-101로 시험패스하다 더욱 넓고 좋은곳으로 고고싱 하세요.
저희가 알아본 데 의하면 많은it인사들이SDI인증SD0-101시험을 위하여 많은 시간을 투자하고 잇다고 합니다.하지만 특별한 학습 반 혹은 인터넷강이 같은건 선택하지 않으셨습니다.때문에 패스는 아주 어렵습니다.보통은 한번에 패스하시는 분들이 적습니다.우리 ITExamDump에서는 아주 믿을만한 학습가이드를 제공합니다.우리 ITExamDump에는SDI인증SD0-101테스트버전과SDI인증SD0-101문제와 답 두 가지 버전이 있습니다.우리는 여러분의SDI인증SD0-101시험을 위한 최고의 문제와 답 제공은 물론 여러분이 원하는 모든 it인증시험자료들을 선사할 수 있습니다.
ITExamDump의 연구팀에서는SDI SD0-101인증덤프만 위하여 지금까지 노력해왔고 ITExamDump 학습가이드SDI SD0-101덤프로 시험이 어렵지 않아졌습니다. ITExamDump는 100%한번에SDI SD0-101이장시험을 패스할 것을 보장하며 우리가 제공하는 문제와 답을 시험에서 백프로 나올 것입니다.여러분이SDI SD0-101시험에 응시하여 우리의 도움을 받는다면 ITExamDump에서는 꼭 완벽한 자료를 드릴 것을 약속합니다. 또한 일년무료 업데이트서비스를 제공합니다.즉 문제와 답이 갱신이 되었을 경우 우리는 여러분들한테 최신버전의 문제와 답을 다시 보내드립니다.
SD0-101 덤프무료샘플다운로드하기: http://www.itexamdump.com/SD0-101.html
NO.1 Which of these options best describes a benefit of good teamwork?
A. There is always someone else to pick up any work you fail to do
B. There is commitment to team decisions
C. There is a specialist for each product or service
D. There is less need for person-to-person communication
Answer: B
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NO.2 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
Answer: B
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NO.3 Which of these options best describes personal accountability?
A. Delivering excellent levels of service quality
B. Admitting to errors
C. Taking ownership of your teams Incidents and Service Requests
D. Behaving and dressing in a distinctive manner
Answer: B
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NO.4 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 SLAs wont be met
Answer: C
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NO.5 What is the best way for an SDA to enhance the image of the Service Desk?
A. Dress to reflect your professionalism
B. Ensure users are aware that the Service Desk is the key component in IT
C. Provide accurate information to users without denigrating other teams
D. Advise users of resolutions via the weekly Service Desk email
Answer: C
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NO.6 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
Answer: B
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NO.7 Which of these options is NOT part of the correct procedure for putting a user on hold?
A. Asking the user for permission to remotely access their system
B. Communicating a valid reason for putting the user on hold
C. Giving the user a reasonable time frame
D. Regularly updating the user about the wait-time
Answer: A
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NO.8 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 consistent behaviour
B. Company policies emphasise deviations from acceptable behaviour
C. Company policies meet their managers criteria for success
D. Company policies support creative approaches for SDA activities
Answer: A
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NO.9 A primary responsibility of the Service Desk is to
A. Manage Major Incidents
B. Act as the resolver for all users Incidents and Service Requests
C. Resolve Problems
D. Acknowledge and record all Incidents and Service Requests
Answer: D
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NO.10 What should an SDA reasonably expect of users when they contact the service desk for assistance?
A. To provide valuable information regarding their opinion of the Service Desk
B. To provide valuable information regarding their view of the SLA
C. To provide an opportunity to receive feedback regarding their technical ability
D. To provide the relevant information needed to resolve their incident
Answer: D
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NO.11 Which attribute would you expect from good team members?
A. They are nice to everyone
B. They have good timekeeping skills
C. They listen to other peoples point of view
D. They cover up their mistakes
Answer: C
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NO.12 Which these options would NOT be a responsibility of the Service Desk?
A. Representing the IT organisation
B. Delivering first time fixes
C. Operating as a communications channel
D. Providing a reliable IT infrastructure
Answer: D
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NO.13 Where would you find clear definitions of boundaries and procedures for dealing with inappropriate
behaviour?
A. Company policy documents
B. Incident Management documents
C. Service Desk procedure documents
D. Service Level Agreement documents
Answer: A
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NO.14 Your manager has told you that the Service Desk team must provide excellent customer service at all
times. As an SDA, what is the most important thing you must do to ensure that this happens?
A. Always show plenty of sympathy to the users
B. Always follow the procedures you understand best
C. Always reprimand colleagues who fail to deliver service excellence
D. Always listen to what users tell you
Answer: D
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NO.15 A new trainee is being inducted into the Service Desk and s/he questions why there are procedures
and the need for documentation. What should you tell him/her to justify the need for consistent
procedures and processes?
A. Clear procedures mean that everything is done uniformly to eliminate errors
B. Clear procedures mean that customers receive consistent service
C. SLAs and procedures ensure that staff will not be criticised if targets are not met
D. Consistent procedures mean that SLAs and OLAs will always be met
Answer: B
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NO.16 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?
Answer: C
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NO.17 Consider your responsibilities as an SDA: which of these options best describes one of your principal
responsibilities?
A. To provide easily understood and accurate answers to users questions
B. To provide technically detailed answers to users questions
C. To provide users with information about the workings of the Service Desk
D. To provide recommendations about technical courses to users
Answer: A
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NO.18 Your manager has emphasised the importance of establishing effective working relationships with
other teams in the organisation. Of these options, which is the most important activity you should
undertake to enable this to happen?
A. Learn about and recognise the roles and responsibilities of other teams
B. Ensure that your team is seen by users as their champion
C. Treat everyone according to their importance in the organisation
D. Make certain that the IT director is aware of inter-team communication issues
Answer: A
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NO.19 Which of these options is a characteristic of a successfully performing team?
A. Attendance at team social events is mandatory.
B. The team leader closely manages everyone equally
C. A team member will do anything to be the best
D. Everyone actively listens to each other
Answer: D
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NO.20 Which option is NOT a characteristic of a successful team?
A. Trust is encouraged amongst team members
B. Support from senior management is received
C. League tables are published
D. Participation in the decision-making process is encouraged
Answer: C
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NO.21 Your organisation has recently implemented SLAs and OLAs. A new starter on your team has confided
in you that they dont really understand what an OLA is; how would you explain it to him/her?
A. It is a legally enforceable contract between a user and a supplier to ensure user satisfaction with
services offered
B. It is an ad-hoc arrangement between internal support teams that is helpful to the support of a contract
C. It is an agreement between internal support teams that defines the support necessary to meet delivery
of IT Services
D. It is a methodology used to measure compliance to standards of behaviour
Answer: C
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NO.22 In order to measure its efficiency, a Service Desk routinely measures First Contact Resolution
performance; what else might this data be used for?
A. To measure the effectiveness of the escalation procedure
B. To indicate levels of customer satisfaction
C. To measure how long users wait to speak to an SDA
D. To evaluate and adjust staffing levels
Answer: B
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NO.23 How would you characterise a failing team?
A. It is managed without SLAs
B. Its members are very touchy feely
C. Its members demonstrate low morale
D. It is solely focussed on business objectives
Answer: C
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NO.24 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 the organisation and users
C. To manage Incidents and Major Incidents
D. To develop and manage the Problem Management team
Answer: B
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NO.25 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 focussing 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
Answer: B
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NO.26 What is the best type of questioning to use to disengage a caller whilst ensuring a professional
approach to call management?
A. Reflective questions
B. Rapid questions
C. Open questions
D. Closed questions
Answer: D
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NO.27 Which option is a benefit of using Knowledge Management in a Service Desk?
A. This ensures that all staff will log Incidents uniformly
B. It removes the need for training of Service Desk staff
C. It reduces the Incident talk time for users
D. It reduces the overall cost of support
Answer: D
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NO.28 Some things can get in the way of good communication which of these options has the biggest impact
on a Service Desk?
A. Noise and general chatter
B. Inappropriate SLAs in place
C. An unreliable IT infrastructure
D. The users status in the organisation
Answer: A
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NO.29 Why is it important to keep to your commitments to your team members?
A. It will help to ensure that bonuses are paid
B. My colleagues will admire my achievements
C. It improves the morale of the Service Desk
D. Management will not criticise my behaviour
Answer: C
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NO.30 Which option best describes one of the roles of an SDA?
A. Managing users expectations
B. Delivering problem support
C. Negotiating SLAs with customers
D. Achieving reporting targets
Answer: A
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ITExamDump는 IT인증자격증을 취득하려는 IT업계 인사들의 검증으로 크나큰 인지도를 가지게 되었습니다. 믿고 애용해주신 분들께 감사의 인사를 드립니다. SDI SD0-101덤프도 다른 과목 덤프자료처럼 적중율 좋고 통과율이 장난이 아닙니다. 덤프를 구매하시면 퍼펙트한 구매후 서비스까지 제공해드려 고객님이 보유한 덤프가 항상 시장에서 가장 최신버전임을 약속해드립니다. SDI SD0-101덤프만 구매하신다면 자격증 취득이 쉬워져 고객님의 밝은 미래를 예약한것과 같습니다.
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