Question 1

Your team always tries to follow the Incident Management process correctly. How does this best

benefit both IT and the organisation?

Options :

A : It facilitates easier Change Management

B : It creates an effective SKMS

C : It minimises the need for user/Service Desk contact

D : It gets people back to work quickly

Answer: D

Question 2

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

Question 3

Which of the options best describes why confidentiality is important?

Options :

A : It protects the Service Desk Analyst from any embarrassment

B : It protects the user and company from cold calling

C : It protects the user and company from information abuse

D : It protects identity information

Answer: C

Question 4

What is the difference between a desktop system and a server?

Options :

A : A server is used only for emails, a desktop system can be used by many people

B : A desktop system is a single user system, a server is used by many users

C : A server has a short life-expectancy, a desktop system has a long life-expectancy

D : A desktop system is a two-person workstation, a server is for one person only

Answer: B

Question 5

Which of these options is NOT a common technology used by the Service Desk?

Options :

A : Automated Call Distribution (ACD)

B : Instant Messaging (IM)

C : Application sizing software

D : Self-help systems

Answer: C

Free SD0-101 Mock Exam – Practice Online Confidently