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  3. SD0-101

SDI SD0-101 Exam (page: 1)
SDI Service Desk Analyst Qualification
Updated on: 11-Aug-2025

Viewing Page 1 of 34
SD0-101 PDF 165 Questions

Some things can get in the way of good communication which of these options has the biggest impact on a Service Desk?

  1. Noise and general chatter
  2. Inappropriate SLAs in place
  3. An unreliable IT infrastructure
  4. Theusers status in the organisation

Answer(s): A



Which option is the best example of a closed question?

  1. What are the symptoms of your Incident?
  2. Tell me what you were doing immediately prior to the Incident?
  3. What version of the software do you have?
  4. How can I be of help?

Answer(s): C



What is the best type of questioning to use to disengage a caller whilst ensuring aprofessional approach to call management?

  1. Reflective questions
  2. Rapid questions
  3. Open questions
  4. Closed questions

Answer(s): D



Which of these options is NOT part of the correct procedure for putting a user on hold?

  1. Asking the user for permission to remotely access their system
  2. Communicating a valid reason for putting the user on hold
  3. Giving the user a reasonable time frame
  4. Regularly updating the user about the wait-time

Answer(s): A



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 youexplain it to him/her?

  1. It is a legally enforceable contract between a user and a supplier to ensure usersatisfaction with services offered
  2. It is an ad-hoc arrangement between internal support teams that is helpful to the support of a contract
  3. It is an agreement between internal support teams that defines the support necessary to meetdelivery of IT Services
  4. It is a methodology used to measure compliance to standards ofbehaviour

Answer(s): C



Viewing Page 1 of 34



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