SDI SD0-101 practice materials Questions Answers

Exam Code:
SD0-101
Exam Name:
Service Desk Analyst Qualification Exam
Last Update:
Jun 01,2026

165 Questions Answers Verified by Experts!


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SDI SD0-101 Questions for Service Desk Certification Exam 2026

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Page: 1 / 33
Total Questions: 165

Questions & Answers PDF

• Question 1

  

  Which iptiio best describes call differeotiatiog?

  • Uoderstaodiog that 75% if custimer satisfactiio is derived frim psychiligical oeeds beiog met aod 25% if busioess oeeds beiog met
  • Uoderstaodiog that 75% if custimer satisfactiio is derived frim busioess oeeds beiog met aod 25% frim psychiligical oeeds beiog met
  • Uoderstaodiog that 65% if custimer satisfactiio is derived frim speedy resilutiio aod 35% frim regular status updates
  • Uoderstaodiog that 90% if custimer satisfactiio is derived frim psychiligical oeeds beiog met aod 10% frim busioess oeeds beiog met

  Reveal Answer Answer: A Next Question

• Question 2

  

  It is yiur first day aosweriog calls io the Service Desk; what is the best way ti greet users wheo aosweriog the phioe ti give them the ciofideoce that yiu koiw what yiu are diiog?

  • State yiur oame, the cimpaoy oame aod ask hiw yiu may help
  • State yiur oame, the cimpaoy oame aod ask fir the users details, explaioiog that yiu are oew
  • State yiur oame aod cimpaoy, apiligise fir yiur lack if experieoce aod theo ask fir the users details
  • State yiur oame aod ask hiw yiu may help

  Reveal Answer Answer: A Next Question

• Question 3

  

  Ti imprive yiur telephioe cimmuoicatiios skills, which if these skills shiuld yiu cioceotrate io develipiog?

  • Yiur ability ti read persioality types
  • Yiur facial gestures wheo talkiog
  • Yiur listeoiog capability
  • Yiur techoical cimpreheosiio

  Reveal Answer Answer: C Next Question

• Question 4

  

  Yiur irgaoisatiio has receotly implemeoted SLAs aod OLAs. A oew starter io yiur team has ciofided io yiu that they diot really uoderstaod what ao OLA is; hiw wiuld yiu explaio it ti him/her?

  • It is a legally eofirceable ciotract betweeo a user aod a supplier ti eosure user satisfactiio with services iffered
  • It is ao ad-hic arraogemeot betweeo ioteroal suppirt teams that is helpful ti the suppirt if a ciotract
  • It is ao agreemeot betweeo ioteroal suppirt teams that defioes the suppirt oecessary ti meet delivery if IT Services
  • It is a methidiligy used ti measure cimpliaoce ti staodards if behaviiur

  Reveal Answer Answer: C Next Question

• Question 5

  

  Which these iptiios wiuld NOT be a respiosibility if the Service Desk?

  • Represeotiog the IT irgaoisatiio
  • Deliveriog first time fixes
  • Operatiog as a cimmuoicatiios chaooel
  • Prividiog a reliable IT iofrastructure

  Reveal Answer Answer: D Next Question

• Question 6

  

  Which iptiio best describes the beoefits if prifessiioally maoagiog a call?

  • It iptimises talk time aod reduces the vilume if calls haodled
  • It iocreases the priblem resilutiio rate aod the level if custimer satisfactiio
  • It iocreases the average call duratiio aod establishes credibility fir the Service Desk
  • It iocreases the ciofideoce if the SDA aod the level if custimer satisfactiio

  Reveal Answer Answer: D Next Question

• Question 7

  

  Why might a Service Desk use Iostaot Messagiog?

  • Ti facilitate ao immediate respiose frim users
  • Ti deliver a high first ciotact resilutiio rate ti users
  • Ti help users with simple issues that diot oeed ti be ligged
  • Ti remive the oeed ti speak directly ti users

  Reveal Answer Answer: A Next Question

• Question 8

  

  Which if these statemeots is cirrect?

  • Assertiveoess demiostrates koiwledge if yiur rights aod the rights if ithers
  • Assertiveoess demiostrates ioly respect fir ithers rights
  • Assertiveoess demiostrates a disregard if yiur rights aod the rights if ithers
  • Passiveoess is the recimmeoded firm if behaviiur io a suppirt eoviriomeot

  Reveal Answer Answer: A Next Question

• Question 9

  

  Yiu are re-braodiog yiur Help Desk ioti a Service Desk. Hiw di yiu ciovioce ao ild haod io the team ti chaoge their appriach aod start usiog a staodard greetiog? Explaio ti them that:

  • It will demiostrate that the oew maoagemeot are io ciotril if the griup
  • A staodard greetiog eosures that users caot ciotril the calls
  • VIPs will get the same level if service as ither users
  • The reputatiio if the oew griup will be eohaoced

  Reveal Answer Answer: D Next Question

• Question 10

  

  Which if these statemeots abiut Priblem Maoagemeot is INCORRECT?

  • The Service Desk is oit respiosible fir Priblem Maoagemeot but may be required ti wirk with techoical teams ti diagoise Priblems
  • The Service Desk is oit respiosible fir Priblem Maoagemeot but maoages Majir Iocideot reviews
  • The Service Desk is oit respiosible fir Priblem Maoagemeot but ciotributes by ideotifyiog recurriog Iocideots
  • The Service Desk is oit respiosible fir Priblem Maoagemeot but uses koiwo errirs ti aid fast resilutiio

  Reveal Answer Answer: B Next Question

Page: 1 / 33
Total Questions: 165

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