Question 1

What is the best way for an SDA to enhance the image of the Service Desk?

Options :

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

Question 2

Which option is a benefit of using self-help?

Options :

A : It allows users to resolve some incidents at any time

B : It gives users the opportunity to become technical experts

C : It avoids the inconvenience of telephone handling

D : It give users the ability to self-diagnose their incidents in future

Answer: A

Question 3

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 4

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 5

How best might you use silent time during a call?

Options :

A :

By reviewing with the user whats happened with the call so far

B : By clearly identifying whether this is a Service Desk issue

C :

By asking about the users emotional state

D : By describing the detail of the behind-the-scenes support process

Answer: A

Free SD0-101 Mock Exam – Practice Online Confidently