SD0-101 Online Practice Questions and Answers

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 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 theorganisation and users

C. To manage Incidents and Major Incidents

D. To develop and manage the Problem Management team

You receive a call from an important user whose language is very difficult to understand and the situation is becoming frustrating and awkward. What do you do?

A. Keep trying to work with them to understand their issue

B. Try and use some simplehumour to lighten the situation and build rapport

C. Drop the call and ask a manager to call back

D. Keep the user on the line and escalate the call

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

A difficult call is taking some time and the user is angry and frustrated. How can you best keep theuser focussed on the resolution?

A. Use questions to control the conversation

B. Use formal communication

C. Use informal communication

D. Keep to the technical detail of the call

You have been on a call with a user for five minutes and you sense they are getting frustrated; what is the most likely reason for this?

A. You are attempting to resolve their issue using remote support

B. You are interrogating the Service Knowledge Management System for a known solution

C. The Incident was originally logged by a colleague and you are following the call script to ensure no information had been missed

D. You have put them on hold briefly whilst you consult a colleague

Informing or involving more senior levels of management to assist in an Escalation is a definition of what?

A. Hierarchic Escalation

B. Functional Escalation

C. Major Incident Process

D. Service Level Management

Your manager regularly reminds the team of the importance of following the status update process.Why is this process considered to be so important?

A. It reduces negative feedback from the IT director

B. It encourages users to call the Service Desk on a regular basis

C. It demonstrates to users that they are valued

D. It helps increase the Service Desks call volume

Your have recently been allowed to use Instant Messaging as another form of support for your user-base. What is the key disadvantage of this method of support?

A. It can become too informal

B. It does not track activity

C. It requires a spellchecker

D. It automatically creates emoticons

Which of the options best describes primary components of a desktop or laptop system

A. A processor (CPU), memory, a modem and a hard drive

B. An external hard drive, a keyboard and a mouse

C. An operating system, application software and memory

D. A keyboard, memory and email software