sdi sd0-101 practice test

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

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

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

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

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 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

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

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

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

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