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Code d'Examen: SD0-101
Nom d'Examen: SDI (Service Desk Analyst Qualification)
Questions et réponses: 165 Q&As

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NO.1 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
Answer: D

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NO.2 Your manager has told you that the Service Desk team must provide excellent customer service at all
times. As an SDA, what is the most important thing you must do to ensure that this happens?
A. Always show plenty of sympathy to the users
B. Always follow the procedures you understand best
C. Always reprimand colleagues who fail to deliver service excellence
D. Always listen to what users tell you
Answer: D

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NO.3 Which option best describes one of the roles of an SDA?
A. Managing users expectations
B. Delivering problem support
C. Negotiating SLAs with customers
D. Achieving reporting targets
Answer: A

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NO.4 Which attribute would you expect from good team members?
A. They are nice to everyone
B. They have good timekeeping skills
C. They listen to other peoples point of view
D. They cover up their mistakes
Answer: C

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NO.5 A list of desirable attributes included in a job description for a Service Desk Analyst should include ...
A. Seeing a users Incident or Service Request through to resolution, conveying a willingness to help and
being nice to senior management
B. Conveying a willingness to help, focussing on business needs and providing users with the best
possible service
C. Taking ownership of users Problems, maintaining a positive attitude and focussing your attention on
the user
D. Focussing on business needs, providing users with best possible service with an ability to answer a
high volume of calls
Answer: B

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NO.6 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
Answer: D

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NO.7 How would you characterise a failing team?
A. It is managed without SLAs
B. Its members are very touchy feely
C. Its members demonstrate low morale
D. It is solely focussed on business objectives
Answer: C

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NO.8 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
Answer: A

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NO.9 Some things can get in the way of good communication which of these options has the biggest impact
on a Service Desk?
A. Noise and general chatter
B. Inappropriate SLAs in place
C. An unreliable IT infrastructure
D. The users status in the organisation
Answer: A

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NO.10 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
Answer: A

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NO.11 Why is it important to keep to your commitments to your team members?
A. It will help to ensure that bonuses are paid
B. My colleagues will admire my achievements
C. It improves the morale of the Service Desk
D. Management will not criticise my behaviour
Answer: C

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NO.12 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
Answer: B

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NO.13 Which of these options best describes a benefit of good teamwork?
A. There is always someone else to pick up any work you fail to do
B. There is commitment to team decisions
C. There is a specialist for each product or service
D. There is less need for person-to-person communication
Answer: B

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NO.14 Which of these options is NOT part of the correct procedure for putting a user on hold?
A. Asking the user for permission to remotely access their system
B. Communicating a valid reason for putting the user on hold
C. Giving the user a reasonable time frame
D. Regularly updating the user about the wait-time
Answer: A

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NO.15 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
Answer: D

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NO.16 Your manager has emphasised the importance of establishing effective working relationships with
other teams in the organisation. Of these options, which is the most important activity you should
undertake to enable this to happen?
A. Learn about and recognise the roles and responsibilities of other teams
B. Ensure that your team is seen by users as their champion
C. Treat everyone according to their importance in the organisation
D. Make certain that the IT director is aware of inter-team communication issues
Answer: A

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NO.17 We should maintain a positive service attitude at all times; which option is the best reason for doing
so?
A. A good service attitude will improve SLA performance
B. Users will see the Service Desk as cheerful happy people
C. It will help to build confidence in the service
D. A bad attitude means that SLAs wont be met
Answer: C

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NO.18 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
Answer: B

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NO.19 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
Answer: B

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NO.20 What is the best way for an SDA to enhance the image of the Service Desk?
A. Dress to reflect your professionalism
B. Ensure users are aware that the Service Desk is the key component in IT
C. Provide accurate information to users without denigrating other teams
D. Advise users of resolutions via the weekly Service Desk email
Answer: C

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NO.21 Which option is the best example of a closed question?
A. What are the symptoms of your Incident?
B. Tell me what you were doing immediately prior to the Incident?
C. What version of the software do you have?
D. How can I be of help?
Answer: C

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NO.22 In order to measure its efficiency, a Service Desk routinely measures First Contact Resolution
performance; what else might this data be used for?
A. To measure the effectiveness of the escalation procedure
B. To indicate levels of customer satisfaction
C. To measure how long users wait to speak to an SDA
D. To evaluate and adjust staffing levels
Answer: B

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NO.23 Your organisation has recently implemented SLAs and OLAs. A new starter on your team has confided
in you that they dont really understand what an OLA is; how would you explain it to him/her?
A. It is a legally enforceable contract between a user and a supplier to ensure user satisfaction with
services offered
B. It is an ad-hoc arrangement between internal support teams that is helpful to the support of a contract
C. It is an agreement between internal support teams that defines the support necessary to meet delivery
of IT Services
D. It is a methodology used to measure compliance to standards of behaviour
Answer: C

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NO.24 What is the best type of questioning to use to disengage a caller whilst ensuring a professional
approach to call management?
A. Reflective questions
B. Rapid questions
C. Open questions
D. Closed questions
Answer: D

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NO.25 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
Answer: B

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NO.26 Which option is NOT a characteristic of a successful team?
A. Trust is encouraged amongst team members
B. Support from senior management is received
C. League tables are published
D. Participation in the decision-making process is encouraged
Answer: C

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NO.27 Which option is a benefit of using Knowledge Management in a Service Desk?
A. This ensures that all staff will log Incidents uniformly
B. It removes the need for training of Service Desk staff
C. It reduces the Incident talk time for users
D. It reduces the overall cost of support
Answer: D

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NO.28 Consider your responsibilities as an SDA: which of these options best describes one of your principal
responsibilities?
A. To provide easily understood and accurate answers to users questions
B. To provide technically detailed answers to users questions
C. To provide users with information about the workings of the Service Desk
D. To provide recommendations about technical courses to users
Answer: A

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NO.29 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
Answer: B

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NO.30 Which of these options is a characteristic of a successfully performing team?
A. Attendance at team social events is mandatory.
B. The team leader closely manages everyone equally
C. A team member will do anything to be the best
D. Everyone actively listens to each other
Answer: D

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Code d'Examen: SD0-302
Nom d'Examen: SDI (SDI - SERVICE DESK MANAGER QUALIFICATION)
Questions et réponses: 232 Q&As

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NO.1 What is the value of telephone support in a Service Desk?
A. First contact resolution
B. Increased turnaround times
C. Reduced abandon rate
D. Skills-based routing
Answer: A

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NO.2 You intend to implement some far-reaching changes to the way in which your Service Desk currently
operates, but to do so you need the support of other teams within IT. Which action should you undertake
to gain this support?
A. Give a presentation to the board of directors to guarantee their support
B. Make time to develop a social relationship with your manager
C. Demonstrate your understanding of any concerns others may have
D. Begin by creating a powerfully-worded vision statement
Answer: C

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NO.3 Which of the following statements about Problem Management is correct?
A. The Service Desk is not responsible for Problem Management but contributes by identifying recurring
Incidents
B. The Service Desk is not responsible for Problem Management but manages Major Incident reviews
C. The Service Desk is responsible for Problem Management and may be required to work with technical
teams to diagnose Problems
D. The Service Desk is responsible for Problem Management and uses known errors to aid fast resolution
Answer: A

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NO.4 Which of these options would be a typical feature of an On-going survey?
A. It is carried out on a six monthly cycle
B. It is executed as soon as possible after a call is closed
C. It is conducted with a minimum of 10 questions to be comprehensive
D. It is designed to show longer term trends in customer satisfaction
Answer: B

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NO.5 Which of these options is a primary objective of the Service Asset and Configuration Management
process?
A. To record the ownership of every item of hardware and software in the asset base
B. To ensure that IT services, assets, resources and processes are properly managed and maintained
C. To clearly identify the business dependencies of each inventory item
D. To map assets into a clear network infrastructure diagram
Answer: B

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NO.6 Which statement best describes some of the characteristics of a successful Service Desk?
A. Measurements are published when the KPIs have been met or exceeded: Service Improvement
Programmes are discussed
B. Satisfaction surveys for both staff and customers are considered superfluous: resource management
is reviewed annually
C. Leadership practices ensure that future direction is clearly laid out: policies are documented, regularly
reviewed and monitored
D. Benchmarking is pencilled in for the next financial cycle: Continual Service Improvement will be
discussed at that time
Answer: C

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NO.7 You are explaining the role of the Service Desk to your new analysts. Which of these options best
describes one of the key requirements?
A. The Service Desks role is to provide a high-quality service promptly and consistently
B. The Service Desks role is to resolve users Problems and record all Change Requests
C. The Service Desks role is to initiate other support teams into the Standard Operating Procedures of the
Service Desk
D. The Service Desks role is to act as a single point of contact for all organisational enquiries
Answer: A

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NO.8 You need to get a project and its budget approved by your board, which of these options would be the
most appropriate action to take?
A. Ensure that all stakeholders are sent regular operational reports about the project
B. Organise a conference for board members to discuss the project in detail
C. Build a business-based project plan to present to senior management
D. Write a full report on your opinion of the project and those responsible
Answer: C

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NO.9 What is the key outcome of keeping commitments to users, team members and organisations?
A. It boosts credibility, trust and customer satisfaction
B. It boosts the teams importance and status
C. It enhances the problem-solving capability of the team
D. It demonstrates dedication to continued service improvement
Answer: A

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NO.10 Which of the following is a business best practice quality model?
A. COBIT
B. SLM
C. ITIL
D. Six Sigma
Answer: D

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NO.11 Typically, what might a vision statement identify for the Service Desk?
A. Short-term goals
B. Medium-term objectives
C. Long-term goals
D. Ongoing operational objectives
Answer: C

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NO.12 Which of these answers would NOT be a suitable area to include in your service ethics code of
conduct?
A. A list of expected behaviour to ensure that all Service Desk employees understand what the
organisation expects of them
B. Standards of moral and ethical behaviour
C. How to manage risk on behalf of the organisation
D. Specific techniques for dealing with difficult business partners
Answer: D

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NO.13 Which of these options is the best way in which you can use formal or informal networks to help
develop your ideas?
A. Recommend holding off-site meetings in a local pub
B. Develop scenarios that will demonstrate how your suggestions and plans will raise everyones profiles
C. Hold meetings with stakeholders to obtain their support for your proposals
D. Hold meetings with your team to discuss aspects of your proposals
Answer: C

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NO.14 You have recently been promoted to Service Desk Manager and you are keen to show how much you
wish to succeed in this role. Which statement best describes some of the skills that will help you to
succeed?
A. Excellent influencing skills, exemplary debating and creative writing skills
B. A University Degree in Computer Sciences and strong negotiating skills
C. Strong team building skills, excellent people-management and communication skills
D. Time management skills excellent technical and analytical skills
Answer: C

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NO.15 Which of these options is NOT likely to be a role of the Service Desk?
A. To balance support expenses to keep IT support performing at the optimum levels of quality and cost
effectiveness
B. To integrate support goals with business goals
C. To provide individual and personal IT support to each business user
D. To report on service breaches and their reasons
Answer: C

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NO.16 Which of these options is NOT an element of successful project management?
A. Managing costs
B. Ensuring a continual improvement focus
C. Developing technical solutions
D. Defining project objectives
Answer: C

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NO.17 Which of these options would be a practical way to gain an understanding of other countries cultures?
A. Study the religion practised in the region surrounding the country
B. Take a course in international business or cross-cultural studies
C. Travel to several countries in the area of the country
D. Read travel books about the country
Answer: B

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NO.18 What is the purpose of a Service Desk vision statement?
A. To assist staff in achieving their dream goals in their future careers
B. To help management see where the Service Desk is going strategically
C. To keep the Service Desk in the forefront of user minds
D. To ensure that all staff understand the vision and consistently work towards it
Answer: D

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NO.19 Which of these options most closely represents the overall mission of the Service Desk?
A. to promote the use of self-help tools and drive down support costs
B. to provide high-quality and consistent user and technical support
C. to continually improve the quality of IT services
D. to present the best possible public image to customers and users
Answer: B

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NO.20 Which of these options is NOT a responsibility of the Service Desk?
A. Developing and implementing Service Desk goals that integrate with business objectives
B. Representing the IT organisation to its users
C. Maintaining the highest level of productive IT time for users in accordance with the SLA
D. Providing the user with root cause analysis for Incidents resolved at first level
Answer: D

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NO.21 Which of these options would be a management activity in directing, controlling and co-ordinating
activities?
A. Providing guidance to staff when needed
B. Providing an efficient ergonomic office environment
C. Developing and documenting staff management procedures
D. Developing and implementing an effective IT platform
Answer: A

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NO.22 Which option is a clear objective of having a Service Desk mission statement?
A. To inform staff to follow procedures
B. To get IT resolver groups working to clear OLAs
C. To show IT management how the Service Desk is structured
D. To obtain commitment and buy-in to the Service Desk
Answer: D

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NO.23 Your IT director has told you that your team must follow best practice. What is a major benefit of so
doing?
A. Customers and employees will feel more satisfied with the service provided by your team
B. Senior management meetings will not dwell on the failings of your team
C. The speed of resolution becomes the sole focus of everyones attention
D. Team members are less likely to be involved in cross-department projects
Answer: A

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NO.24 Which of the following is a key objective of the IT Service Continuity Management (ITSCM) process?
A. To eliminate single points of contact for services
B. To eliminate single points of failure for services
C. To remove critical resources for services
D. To remove long term workarounds for services
Answer: B

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NO.25 Performing a skills gap analysis and identifying appropriate salary levels are preparatory requirements
for what?
A. Service Desk recruitment
B. Service Catalogue definition
C. Service Level Agreement negotiation
D. Skills Matrix creation
Answer: A

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NO.26 You are trying to promote the Service Desk through a variety of recognised and effective channels.
Which of these statements best describes a channel to use?
A. Articles in the local newspaper and Have a Go days
B. Open house days and distributing Service Desk fliers
C. Distributing free pens and Service Desk induction training
D. Induction training and team-building away days
Answer: B

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NO.27 The Service Desk has a strategic role to play within an organisation, which of these options best
describes a method you could use to ensure that you are able to develop clear, insightful strategies?
A. Understand and communicate how the Service Desk assists the organisation in meeting its team
objectives
B. Familiarise yourself with the goals and objectives of other organisations
C. A best practice demonstrates good governance, a formal standard demonstrates adherence
D. Network with people in other organisations and within the support industry and your communities
Answer: D

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NO.28 Which of these options best describes the value of adopting a resource-planning model?
A. It helps even out the handling of calls across the day or shift
B. It quantifies the staffing required to meet SLA and business needs
C. It provides a sound recruitment base for consistent staffing
D. It boosts staff retention
Answer: B

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NO.29 Which option best describes the expectations of the Service Desk's users?
A. They have confidence that the Service Desk is in control of their Incident or Service Request when
speaking to a senior team member
B. Their incident is professionally managed and they receive consistent and courteous service
C. Their Incidents are resolved very quickly and they are periodically informed of progress
D. They are provided with good decision data and feedback on all their Incidents
Answer: B

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NO.30 If you choose to implement a formal standard rather than a best practice, which would be the best
description of the difference?
A. A best practice does not need evidence to prove progress, a formal standard does
B. A formal standard may not be ITIL compliant, a best practice would be
C. A best practice demonstrates good governance, a formal standard demonstrates adherence
D. Best practice does not include ISO/IEC 20000, a formal standard includes ITIL
Answer: A

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Code d'Examen: SD0-401
Nom d'Examen: SDI (Service Desk Foundation Qualification)
Questions et réponses: 118 Q&As

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NO.1 What factor is most important in determining the priority of an Incident?
A. The caller connection to the Service Desk.
B. The caller emotional state.
C. The Incident impact on the business.
D. The Incident impact on the Service Desk.
Answer: C

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NO.2 What information must be logged for every Incident?
A. A corrected version of the customer description of the Incident.
B. A note aboutthe customer preferred desksidetechnician.
C. Any commitments made to the customer.
D. Your opinion about the customer technical expertise.
Answer: C

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NO.3 Which is a common physical symptom of stress?
A. You are more susceptible to colds.
B. You rarely take lunch breaks.
C. You work longer hours.
D. Your colleagues all seem busy.
Answer: A

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NO.4 What is the best description of your role in supporting customers?
A. Avoid confrontation at all costs.
B. Deliver consistent, high quality support.
C. Escalate calls as appropriate.
D. Minimise talk time.
Answer: B

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NO.5 What is a benefit of teamwork?
A. Better time management.
B. Higher employee morale.
C. Improved conformity.
D. Increased competition.
Answer: B

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NO.6 Your help desk/Service Desk wishes to become a model for best practice, what is one of the main
sources of excellent information and advice to help achieve this?
A. A web master magazine.
B. Senior management meetings.
C. Knowledge Centred Support.
D. The marketing department.
Answer: C

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NO.7 Which statement best describes a good leader?
A. Good leaders demonstrate absolute control over their teams.
B. Good leaders do not need to offer incentives.
C. Good leaders encourage initiative.
D. Good leaders make all the decisions for their staff.
Answer: C

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NO.8 What is a best practice to follow when documenting an Incident?
A. Always take a break before you write anything down.
B. Avoid making negative references about the customer in the documentation.
C. Make sure that others know how the customer treated you by documenting the interaction.
D. Use emoticons to communicate the personality of a customer.
Answer: B

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NO.9 Which of the following techniques is the best one for reducing and eliminating conflict during a call?
A. Match the customer attitude.
B. Refrain from interrupting the customer.
C. Stop using the customer name.
D. Tell the customer you feel sorry for them.
Answer: B

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NO.10 What is the best way of using silent time effectively?
A. Build a rapport with your customer.
B. Check your e-mail.
C. Identify the best time for your break.
D. Write an e-mail to a colleague.
Answer: A

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NO.11 What is a best practice for demonstrating personal accountability in your work.?
A. Blame others for mistakes.
B. Never admit that you made a mistake.
C. Perform your duties in a manner that meets with company policy.
D. Work according to your mood.
Answer: C

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NO.12 When you have a call that cannot be resolved, what is the last step you will take prior to disengaging
from the customer?
A. Confirm the details provided by the customer.
B. Determine the priority of the Incident.
C. Set the customer expectation for the next contact.
D. Verify the customer eligibility for service.
Answer: C

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NO.13 What is a best practice for reducing conflict?
A. Agree with the customer.
B. Interject your opinion into the conversation.
C. Let the customer know that you are in charge.
D. Show the customer respect.
Answer: D

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NO.14 What is the best reason for using a standard greeting when answering telephone calls?
A. Using a standard greeting complies with Service Desk standards.
B. Using a standard greeting ensures consistent service.
C. Using a standard greeting makes the customer feel humble.
D. Using a standard greeting prevents individuals developing their own greetings.
Answer: B

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NO.15 What type of question will best encourage a customer to talk more about their Incident?
A. Closed questions.
B. Open questions.
C. Technical questions.
D. Personal questions.
Answer: B

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