Service Desk Analyst Qualification 2024 Practice Test

SD0-101 Exam Format | Course Contents | Course Outline | Exam Syllabus | 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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SD0-101
Service Desk Analyst Qualification 2023
https://killexams.com/pass4sure/exam-detail/SD0-101
QUESTION: 157
Which of these options is NOT a feature in standard PBX functionality?
A. Voicemail
B. Agent tracking
C. CTI
D. Conference calling
Answer: C
QUESTION: 158
Where would you expect to see a screen pop? As a feature of
A. The company screensaver
B. An Instant Messaging conversation
C. Computer Telephony Integration (CTI)
D. The weekly marketing email
Answer: C
QUESTION: 159
Which option is the most common issue when integrating CTI with Incident
Management?
A. Poor project management resulting in higher costs
B. The screen pop functionality does not behave as expected
C. Lengthy implementation timescales due to inadequate project resources
D. Lack of availability of accurate user data
Answer: D
QUESTION: 160
Which option is a benefit of using self-help?
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
46
D. It give users the ability to self-diagnose their incidents in future
Answer: A
QUESTION: 161
Your organisation is actively promoting the use of self-service technology. What is a
disadvantage of this support option?
A. Users and SDAs feel that the service now offered has become impersonal
B. SDAs and users feel that the service now offered is haphazard
C. The delivery of service now offered uses state-of-the-art technology
D. The service now offered is too simplistic
Answer: A
QUESTION: 162
Which of these options best describes examples of self-service technology?
A. FAQs, external knowledge packs, and IVR-based systems
B. Training courses, procedures and an on-line Service Knowledge Management System
C. Web-based self-help systems, Incident data and FAQs
D. Forms, procedures, help systems and on-line tutorials
Answer: D
QUESTION: 163
Which of these options is a benefit of self-service technology?
A. Users can log their issues at any time
B. Reduces Problem resolution time
C. Removes the need for human support
D. Reduces the number of Incidents and Service Requests
Answer: A
47
QUESTION: 164
Which would be a common use of self-healing technology?
A. Automated dial-up
B. Anti-virus software
C. Password locking
D. Autonomous agent
Answer: B
QUESTION: 165
Which of these options is a recognised advantage of self-healing technology?
A. It passes the cost of support to the users
B. It reduces the requirement for SLAs
C. It enables users to fix more Incidents themselves
D. It decreases the cost of support
Answer: D
48
/( 48(67,216

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