SDI SD0-101 : Service Desk Analyst Qualification 2023 Exam Dumps

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Exam Number : SD0-101
Exam Name : Service Desk Analyst Qualification 2023
Vendor Name : SDI
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SD0-101 Exam Format | SD0-101 Course Contents | SD0-101 Course Outline | SD0-101 Exam Syllabus | SD0-101 Exam Objectives

Test Details:
- Exam Name: SDI SD0-101 Service Desk Analyst Qualification
- Exam Format: Multiple-choice questions
- Exam Duration: 60 minutes
- Passing Score: 70%
- Prerequisites: None
- Certification Validity: Lifetime

Course Outline: SDI SD0-101 Service Desk Analyst Qualification

I. Introduction to Service Desk
A. Role and responsibilities of a service desk analyst
B. Service desk processes and best practices
C. Customer service skills and communication techniques

II. Service Desk Operations
A. Incident management and ticket handling
B. Problem management and escalation procedures
C. Change management and release processes

III. IT Service Management (ITSM) Frameworks
A. ITIL (Information Technology Infrastructure Library)
B. COBIT (Control Objectives for Information and Related Technologies)
C. ISO/IEC 20000 (IT Service Management Standard)

IV. Service Desk Tools and Technologies
A. Service desk software and ticketing systems
B. Remote support tools and technologies
C. Knowledge management and self-service portals

V. Customer Relationship Management (CRM)
A. Customer satisfaction measurement and feedback
B. Handling difficult customers and challenging situations
C. Continuous improvement and service excellence

VI. Service Desk Metrics and Reporting
A. Key performance indicators (KPIs) for service desk
B. SLA (Service Level Agreement) management and reporting
C. Performance analysis and improvement strategies

Exam Objectives:
- Understand the role and responsibilities of a service desk analyst
- Apply service desk processes and best practices
- Demonstrate customer service skills and effective communication techniques
- Familiarize with ITSM frameworks, including ITIL, COBIT, and ISO/IEC 20000
- Utilize service desk tools and technologies effectively
- Manage customer relationships and handle challenging situations
- Measure and report service desk performance using metrics and KPIs

Syllabus:
The syllabus for the SDI SD0-101 Service Desk Analyst Qualification course will cover the following topics:
- Introduction to Service Desk
- Service Desk Operations
- IT Service Management (ITSM) Frameworks
- Service Desk Tools and Technologies
- Customer Relationship Management (CRM)
- Service Desk Metrics and Reporting

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SDI Qualification education

Regulations for The Postgraduate Diploma in Education - PGDipEd

Part I

These regulations are to be read in conjunction with all other Statutes and Regulations of the University including General Regulations for Postgraduate Degrees, Postgraduate Diplomas, and Postgraduate Certificates.

Part II Admission

1. Admission to the Postgraduate Diploma in Education requires that the candidate will:

(a) meet the University admission requirements as specified; and shall have

(b) been awarded or qualified for the Bachelor of Education, or equivalent; or

(c) been awarded or qualified for any other Bachelor’s degree or equivalent, and hold a professional qualification in teaching; or

(d) been awarded or qualified for any other Bachelor’s degree or equivalent, and have professional experience relevant to the intended postgraduate subject.

Qualification requirements

2. Candidates for the Postgraduate Diploma in Education shall follow a flexible programme of study, which shall consist of 700-level courses totalling at least 120 credits from the Schedule to the Diploma.

3. Notwithstanding Regulation 2, subject to the approval of the Academic Board variation in excess of the limits specified in the General Regulations for Postgraduate Degrees, Postgraduate Diplomas, and Postgraduate Certificates are permitted.

Specialisations

4. The qualification may be awarded with or without an endorsement.

5. Candidates may complete an endorsement by passing at least 60 credits in an endorsement, including any compulsory courses. The requirements for each endorsement are set out in the Schedule for the Qualification.

6. The endorsements available for the Postgraduate Diploma in Education are Digital Education, Early Years, Educational Administration and Leadership, Inclusive Education, Literacy Education, Māori Education, and Mathematics Education.

Student progression

7. In cases of sufficient merit, the Postgraduate Diploma in Education may be awarded with distinction or merit.

Completion requirements

8. The timeframes for completion as outlined in General Regulations for Postgraduate Degrees, Postgraduate Diplomas, and Postgraduate Certificates will apply.

9. Candidates may be graduated when they meet the Admission, Qualification and Academic requirements within the prescribed timeframes; candidates who do not meet the requirements for graduation may, subject to the approval of Academic Board, be awarded the Postgraduate Certificate in Education should they meet the relevant Qualification requirements.

Unsatisfactory academic progress

10. The general Unsatisfactory Academic Progress regulations will apply.

Transitional provisions

11. Subject to the Maximum Time to Completion and Abandonment of Studies provisions specified in the Part I regulations for the degree, candidates enrolled in the Postgraduate Diploma in Education prior to 1 January 2024 who have successfully completed at least 60 credits will complete the qualification under the 2023 regulations. Where necessary all candidates enrolled prior to 1 January 2023, regardless of how many credits they have completed, will be permitted course substitutions beyond the stated limits.

12. These transition arrangements expire 31 December 2026.

Looking for a previous version of this regulation?

Calcutta HC: Education qualification not essential for getting elected

No result found, try new keyword!"At the end of the day, mere educational qualification is not one of the essential criteria which is required to be satisfied by a candidate to vote or be elected," the HC ruled on Friday.

Master of Education – MEd

Admission to Massey

All students must meet university entrance requirements to be admitted to the University.

Specific requirements

To enter the Master of Education you will have been awarded or qualified for:

the Bachelor of Education with a grade average in the highest level courses of at least a B, or equivalent, or

any other bachelor’s degree with a grade average in the highest level courses of at least a B, or equivalent, and hold a professional qualification in teaching, or

any other bachelor’s degree with a grade average in the highest level courses of at least a B, or equivalent, and have professional experience relevant to the intended postgraduate subject, or

a Postgraduate Diploma in Education, or equivalent, with a grade average across all courses of at least B (coursework pathway) or at least a B+ (research pathway).

If you do not have a Bachelor of Education or equivalent, you will need to supply a copy of your curriculum vitae (CV). Your CV should show some leadership/management experience in an educational environment (e.g. Special Education Needs Coordinator (SENCO), Syndicate Leader, Nursing Programme Leader at a Polytechnic, Training Manager in a Hospital, Private Training Organisation (PTO) Team Leader, Head of Human Resources in an educational environment, etc).

If you have a Postgraduate Diploma in Education from Massey University as outlined above, you may apply for credit towards Part One of the qualification.

You will need to provide copies of all official academic transcripts for studies taken at all universities other than Massey University.

Research and coursework pathway

When you apply, you will choose either a research pathway or a coursework pathway

If you intend to do the research pathway (thesis) you will need to provide a short summary of your research interests (200 words or less) with your application.

English language requirements

To study this qualification you must meet Massey University's English language standards.

Time limits for Honours, Distinction and Merit

Where your qualification is completed within the stated time limit and to a high standard, you may be able to graduate with Distinction or Merit.

Prior learning, credit and exemptions

For information on prior learning, exemptions and transfer of credit or other questions:

English language skills

If you need help with your English language skills before you start university, see our English for Academic Purposes (EAP) courses.

Maximum time limits for completion

There are maximum time limits to complete postgraduate qualifications. If you do not complete within the maximum time, you may be required to re-apply for the qualification programme if you wish to continue your studies.

For returning students, there may be changes to the majors and minors available and the courses you need to take. Go to the section called ‘Transitional Provisions’ in the Regulations to find out more.

In some cases the qualification or specialisation you enrolled in may no longer be taking new enrolments, so may not appear on these web pages. To find information on the regulations for these qualifications go to the Massey University Calendar.

Please contact us through the Get advice button on this page if you have any questions.

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