Question 1

What is a VPN?

Options :

A : A public virtual network for safe multi-user access

B : A private virtual network for safe remote user access

C : A public network for safe network access for users

D : A private network for individual virtual users

Answer: B

Question 2

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 3

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 4

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 5

What might your Service Desk do to build a good a relationship with its users?

Options :

A : Produce detailed SLA reports

B : Regularly hit 99.6% system availability

C : Deliver consistent service levels

D : Maintain a formal distance from users

Answer: C

Free SD0-101 Mock Exam – Practice Online Confidently