SD0-101 Online Practice Questions and Answers

Some things can get in the way of good communication which of these options has the biggest impact on a Service Desk?

A. Noise and general chatter

B. Inappropriate SLAs in place

C. An unreliable IT infrastructure

D. Theusers status in the organisation

What should an SDA reasonably expect of users when they contact the service desk for assistance?

A. To provide valuable information regarding their opinion of the Service Desk

B. To provide valuable information regarding their view of the SLA

C. To provide an opportunity to receive feedback regarding their technical ability

D. To provide the relevant information needed to resolve their incident

Which of these options best describes personal accountability?

A. Delivering excellent levels of service quality

B. Admitting to errors

C. Taking ownership of your teams Incidents and Service Requests

D. Behaving and dressing in a distinctive manner

Your organisation is a global one and you support users in different parts of the world. Which statement best describes how you should interact with these users?

A. You should reinforce your values and approaches when dealing with other cultures

B. You should understand the perspective of others andrecognise your reactions to differentcultures

C. You should provide regular examples that demonstrate how different your cultures are

D. You should reassign any calls you receive from other regions to other team members

What is the primary purpose for having an effective Incident Management process in place?

A. It ensures that all calls will be handled in order of receipt

B. It ensures that all calls from VIPs are given priority treatment

C. It measures the impact of availability and service quality

D. It ensures that service is restored as quickly as possible

Which option is a responsibility of an SDA in the Security Management Process?

A. Giving out new passwords

B. Documenting the root cause of a password problem

C. Deciding on the access levels given to users

D. Enforcing the IT security policy

Which of these options is a standard Quality Assurance practice found in a Service Desk?

A. Problem monitoring and review

B. SLA metric reporting

C. Change advisory boards

D. Call and Incident monitoring

How would you best describe a server to a user?

A. A device that is sited in a remote location

B. A devise that provides users with the services they require

C. A device that is used to manage multiple transactions across the network

D. A device that is used to route IT systems across a number of networks

Which of these options best describes a router?

A. A device that connects sub-networks together

B. A device that connects one or more hubs

C. A device that connects one or more networks

D. A device that connects one or more network switches

Which of the options best describes primary components of a desktop or laptop system

A. A processor (CPU), memory, a modem and a hard drive

B. An external hard drive, a keyboard and a mouse

C. An operating system, application software and memory

D. A keyboard, memory and email software