ITExamDump의SDI인증 SD0-101시험대비 덤프는 가격이 착한데 비하면 품질이 너무 좋은 시험전 공부자료입니다. 시험문제적중율이 높아 패스율이 100%에 이르고 있습니다.다른 IT자격증에 관심이 있는 분들은 온라인서비스에 문의하여 덤프유무와 적중율등을 확인할수 있습니다. SDI인증 SD0-101덤프로 어려운 시험을 정복하여 IT업계 정상에 오릅시다.
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ITExamDump덤프공부가이드는 업계에서 높은 인지도를 자랑하고 있습니다. ITExamDump제품은 업데이트가 가장 빠르고 적중율이 가장 높아 업계의 다른 IT공부자료 사이트보다 출중합니다. ITExamDump의SDI인증 SD0-101덤프는 이해하기 쉽고 모든SDI인증 SD0-101시험유형이 모두 포함되어 있어 덤프만 잘 이해하고 공부하시면 시험패스는 문제없습니다.
SDI인증 SD0-101시험은 멋진 IT전문가로 거듭나는 길에서 반드시 넘어야할 높은 산입니다. SDI인증 SD0-101시험문제패스가 어렵다한들ITExamDump덤프만 있으면 패스도 간단한 일로 변경됩니다. ITExamDump의SDI인증 SD0-101덤프는 100%시험패스율을 보장합니다. SDI인증 SD0-101시험문제가 업데이트되면SDI인증 SD0-101덤프도 바로 업데이트하여 무료 업데이트서비스를 제공해드리기에 덤프유효기간을 연장해는것으로 됩니다.
ITExamDump의SDI인증 SD0-101덤프공부가이드에는SDI인증 SD0-101시험의 가장 최신 시험문제의 기출문제와 예상문제가 정리되어 있어SDI인증 SD0-101시험을 패스하는데 좋은 동반자로 되어드립니다. SDI인증 SD0-101시험에서 떨어지는 경우SDI인증 SD0-101덤프비용전액 환불신청을 할수 있기에 보장성이 있습니다.시험적중율이 떨어지는 경우 덤프를 빌려 공부한 것과 같기에 부담없이 덤프를 구매하셔도 됩니다.
시험 번호/코드: SD0-101
시험 이름: SDI (Service Desk Analyst Qualification)
SD0-101 덤프무료샘플다운로드하기: http://www.itexamdump.com/SD0-101.html
NO.1 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.2 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.3 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
SDI최신덤프 SD0-101 SD0-101
NO.4 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.5 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
SDI시험문제 SD0-101 SD0-101
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 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
SDI덤프 SD0-101 SD0-101 SD0-101
NO.8 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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NO.9 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.10 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.11 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.12 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
SDI SD0-101 SD0-101자격증
NO.13 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
SDI dump SD0-101 pdf SD0-101기출문제
NO.14 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.15 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.16 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
SDI SD0-101 SD0-101 dump
NO.17 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.18 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.19 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
SDI자격증 SD0-101자격증 SD0-101 SD0-101
NO.20 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.21 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.22 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
SDI최신덤프 SD0-101자격증 SD0-101 SD0-101
NO.23 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.24 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
SDI시험문제 SD0-101시험문제 SD0-101
NO.25 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.26 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
SDI인증 SD0-101 SD0-101 SD0-101 SD0-101
NO.27 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.28 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.29 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.30 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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