SDI sd0-101 practice test

Service Desk Analyst Qualification Exam


Question 1

Which of these options is a recognised advantage of self-healing technology?

  • A. It passes the cost of support to the users
  • B. It reduces the requirement for SLAs
  • C. It enables users to fix more Incidents themselves
  • D. It decreases the cost of support
Answer:

D

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Question 2

Which would be a common use of self-healing technology?

  • A. Automated dial-up
  • B. Anti-virus software
  • C. Password locking
  • D. Autonomous agent
Answer:

B

Discussions

Question 3

Which of these options is a benefit of self-service technology?

  • A. Users can log their issues at any time
  • B. Reduces Problem resolution time
  • C. Removes the need for human support
  • D. Reduces the number of Incidents and Service Requests
Answer:

A

Discussions

Question 4

Which of these options best describes examples of self-service technology?

  • A. FAQs, external knowledge packs, and IVR-based systems
  • B. Training courses, procedures and an on-line Service Knowledge Management System
  • C. Web-based self-help systems, Incident data and FAQs
  • D. Forms, procedures, help systems and on-line tutorials
Answer:

D

Discussions

Question 5

Your organisation is actively promoting the use of self-service technology. What is a
disadvantage of this support option?

  • A. Users and SDAs feel that the service now offered has become impersonal
  • B. SDAs and users feel that the service now offered is haphazard
  • C. The delivery of service now offered uses state-of-the-art technology
  • D. The service now offered is too simplistic
Answer:

A

Discussions

Question 6

Which option is a benefit of using self-help?

  • A. It allows users to resolve some incidents at any time
  • B. It gives users the opportunity to become technical experts
  • C. It avoids the inconvenience of telephone handling
  • D. It give users the ability to self-diagnose their incidents in future
Answer:

A

Discussions

Question 7

Which option is the most common issue when integrating CTI with Incident Management?

  • A. Poor project management resulting in higher costs
  • B. The screen pop functionality does not behave as expected
  • C. Lengthy implementation timescales due to inadequate project resources
  • D. Lack of availability of accurate user data
Answer:

D

Discussions

Question 8

Where would you expect to see a screen pop? As a feature of

  • A. The company screensaver
  • B. An Instant Messaging conversation
  • C. Computer Telephony Integration (CTI)
  • D. The weekly marketing email
Answer:

C

Discussions

Question 9

Which of these options is NOT a feature in standard PBX functionality?

  • A. Voicemail
  • B. Agent tracking
  • C. CTI
  • D. Conference calling
Answer:

C

Discussions

Question 10

The main purposes of PBX and ACD systems are to

  • A. Provide basic telephony functions to the Service Desk and identify users to the SDA
  • B. Provide basic telephony functions to the Service Desk and screen pop-ups
  • C. Provide basic telephony functions to the Service Desk and to route calls to Service Desk staff based on predefined processes
  • D. Provide basic telephony functions to the Service Desk and to route calls to Service Desk staff based on SDA preferences
Answer:

C

Discussions
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