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SDI SD0-101 Exam (page: 6)
SDI Service Desk Analyst Qualification
Updated on: 25-Dec-2025

Viewing Page 6 of 34
SD0-101 PDF 165 Questions

Which of these options best describes a benefit of good teamwork?

  1. There is always someone else to pick up any work you fail to do
  2. There is commitment to team decisions
  3. There is a specialist for each product or service
  4. There is less need for person-to-person communication

Answer(s): B



Which option is NOT a characteristic of a successful team?

  1. Trust is encouraged amongst team members
  2. Support from senior management is received
  3. League tables are published
  4. Participation in the decision-making process is encouraged

Answer(s): C



How would you characterise a failing team?

  1. It is managed without SLAs
  2. Its members are very touchy feely
  3. Its members demonstrate low morale
  4. It is solelyfocussed on business objectives

Answer(s): C



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?

  1. Learn about andrecognise the roles and responsibilities of other teams
  2. Ensure that your team is seen by users as their champion
  3. Treat everyone according to their importance in theorganisation
  4. Make certain that the IT director is aware of inter-team communication issues

Answer(s): A



The relationship between the Service Desk and Technical Support is poor; what action would you recommend to improve the situation?

  1. Encourage the sharing of information between the two teams
  2. Escalate it immediately to management
  3. Live with itit happens in every organisation
  4. Suggest the technical support team have some soft-skills training

Answer(s): A



Viewing Page 6 of 34



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