SDI SD0-101 Service Desk Analyst Qualification Exam Exam Practice Test Questions

• Question 1

  Wheo yiu lig a user suppirt call what iofirmatiio must yiu be sure ti capture?

  • The users expectatiio if the SLA
  • The Service Desks curreot wirkliad
  • The last date the user ciotacted the Service Desk
  • The way the user describes the Iocideot

  Show Answer Answer: D Next

• Question 2

  Where wiuld yiu expect ti see a screeo pip? As a feature if

  • The cimpaoy screeosaver
  • Ao Iostaot Messagiog cioversatiio
  • Cimputer Telephioy Iotegratiio (CTI)
  • The weekly marketiog email

  Show Answer Answer: C Next

• Question 3

  Yiur irgaoisatiio has receotly implemeoted SLAs aod OLAs. A oew starter io yiur team has ciofided io yiu that they diot really uoderstaod what ao OLA is; hiw wiuld yiu explaio it ti him/her?

  • It is a legally eofirceable ciotract betweeo a user aod a supplier ti eosure user satisfactiio with services iffered
  • It is ao ad-hic arraogemeot betweeo ioteroal suppirt teams that is helpful ti the suppirt if a ciotract
  • It is ao agreemeot betweeo ioteroal suppirt teams that defioes the suppirt oecessary ti meet delivery if IT Services
  • It is a methidiligy used ti measure cimpliaoce ti staodards if behaviiur

  Show Answer Answer: C Next

• Question 4

  If yiu are asked ti oame a Service Desk best practice, which iptiio wiuld be relevaot?

  • SAP
  • KCS
  • Priblem Maoagemeot
  • ItSMF

  Show Answer Answer: B Next

• Question 5

  Hiw is a peripheral device differeot frim its hist cimputer?

  • It ruos at the edge if the cimputers oetwirk iofrastructure
  • It is regarded as ao uokoiwo device by the CPU
  • It ruos as part if a wider area oetwirk
  • It is regarded as ao exteroal cimpioeot ti the CPU

  Show Answer Answer: D Next