SD0-101 Online Practice Questions and Answers

Matching the users communication style is important because

A. It increases comprehension, understanding and customer satisfaction levels

B. It increases comprehension, understanding and reduces call volumes

C. It increases comprehension, understanding and reduces call duration

D. It increases comprehension, understanding and first contact resolution

You are speaking to a user who is clearly a little worried about the Incident they have just experienced. What is the best method you should use to acknowledge their emotions?

A. Tell them not to worry, theycant help it if they dont understand the technology

B. Reassure them and let them know that they are not the only person who has had this type of Incident

C. Send them an email listing the various basic technical courses they could attend to improve their skills

D. Pause for a moment and ask them to repeat what they just told you

You receive a call from a user asking for assistance with a piece of software which is not listed in the Service Desk manual as a supported technology. What is the best approach you should take in this situation?

A. Explain that it is notrecognised as a supported piece of software and provide an alternative support option

B. Suggest they uninstall it before anyone elserealises they have it

C. Tell the user they should not be using that software and that you need to advise the IT manager

D. Refer them immediately to the SLA which defines what products are supported

What is the correct procedure for leaving a voice mail?

A. Leave your name and tell the user you will call them back in the next hour or so

B. Leave the date, time and your name, SLA requirements, detailed information regarding the Service Desk process for this type of incident and advise them to do nothing until they hear from you again

C. Leave your name, date and time, contact number, incident number, the reason for your call and any action required of the user

D. Leave the user with the message that the service desk tried to call them, give the time and date of the call, advise them that there has been a development with their incident

Which of these options is NOT part of the Incident logging process?

A. User identification and verification

B. Incidentprioritisation and classification

C. Resolver group escalation

D. Call recording

Your department has recently set up new SLAs with users; which of these options would you expect to find in the document?

A. Lists of applications and hardware supported in the agreement

B. Details of how to resolve issues and conflict relating to the agreement

C. Names of specific individuals who are responsible for each IT technical area

D. Details of the Incident Management process

What is the best definition of a Problem?

A. A cause of one or more Incidents

B. Another word for an Incident

C. A Major Incident

D. Something that causes management concern

Which option is a key responsibility of the Service Desk as part of the Change Management Process?

A. To monitor the most common Requests for Change originating from users

B. To monitor the most common Requests for Change originating from Problem Management

C. To monitor all Requests for Change irrespective of their origin

D. To monitor the Change Schedule for possible causes of Incidents or Problems

Which of these options is a standard Quality Assurance practice found in a Service Desk?

A. Problem monitoring and review

B. SLA metric reporting

C. Change advisory boards

D. Call and Incident monitoring

What is the difference between ongoing and periodic customer satisfaction surveys?

A. Ongoing surveys are carried out on every call whilst periodic surveys are run monthly

B. Ongoing surveys are carried out over an extended time whilst periodic surveys are limited to specific events

C. Ongoing surveys are carried out after Incidents whilst periodic surveys are run on a regular or annual basis

D. Ongoing surveys are carried out for general information whilst periodic surveys aim to get more specific Incident-based data

Which of these options is an advantage of remote support?

A. SDA dependence on remote support

B. Incident visibility

C. Users do not need to be involved

D. Silent time

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

How is a peripheral device different from its host computer?

A. It runs at the edge of the computers network infrastructure

B. It is regarded as an unknown device by the CPU

C. It runs as part of a wider area network

D. It is regarded as an external component to the CPU

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

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