Question 1

A primary responsibility of the Service Desk is to

Options :

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

Question 2

Which activity is part of Change Management?

Options :

A : Trend Analysis

B : Approval and scheduling

C : User acceptance testing

D : Business analysis

Answer: B

Question 3

Which of these options forms part of the Problem Management process?

Options :

A : A CAB meeting

B : Trend analysis

C : A Major Incident review

D : Functional Escalation

Answer: B

Question 4

Which of these is NOT a valid option for sourcing?

Options :

A : Near-shoring

B : Internal-outsourcing

C : Right-sourcing

D : Cross-sourcing

Answer: D

Question 5

You are speaking on the phone to a user who is clearly angry. What is the best technique

you should use in this situation?

Options :

A : Offer assistance and prevent them from venting

B : Be respectful and allow them to vent

C : Display empathy and assure them that it was not your fault

D : Use his/her name and agree with everything they say

Answer: B

Free SD0-101 Mock Exam – Practice Online Confidently