IT業種のSDIのSD0-101認定試験に合格したいのなら、JPexam SDIのSD0-101試験トレーニング問題集を選ぶのは必要なことです。SDIのSD0-101認定試験に受かったら、あなたの仕事はより良い保証を得て、将来のキャリアで、少なくともIT領域であなたの技能と知識は国際的に認知され、受け入れられるです。これも多くの人々がSDIのSD0-101認定試験を選ぶ理由の一つです。その理由でこの試験はますます重視されるになります。JPexam SDIのSD0-101試験トレーニング資料はあなたが上記の念願を実現することを助けられるのです。JPexam SDIのSD0-101試験トレーニング資料は豊富な経験を持っているIT専門家が研究したもので、問題と解答が緊密に結んでいますから、比べるものがないです。高い価格のトレーニング授業を受けることはなくて、JPexam SDIのSD0-101試験トレーニング資料をショッピングカートに入れる限り、我々はあなたが気楽に試験に合格することを助けられます。
IT業種で仕事している皆さんが現在最も受験したい認定試験はSDIの認定試験のようですね。広く認証されている認証試験として、SDIの試験はますます人気があるようになっています。その中で、SD0-101認定試験が最も重要な一つです。この試験の認定資格はあなたが高い技能を身につけていることも証明できます。しかし、試験の大切さと同じ、この試験も非常に難しいです。試験に合格するのは少し大変ですが、心配しないでくださいよ。JPexamはSD0-101認定試験に合格することを助けてあげますから。
JPexamはSDIのSD0-101認定試験に受かりたい各受験生に明確かつ顕著なソリューションを提供しました。当社はSDIのSD0-101認定試験の詳しい問題と解答を提供します。当社のIT専門家が最も経験と資格があるプロな人々で、我々が提供したテストの問題と解答は実際の認定試験と殆ど同じです。これは本当に素晴らしいことです。それにもっと大切なのは、JPexamのサイトは世界的でSD0-101試験トレーニングによっての試験合格率が一番高いです。
試験番号：SD0-101問題集
試験科目：Service Desk Analyst Qualification
最近更新時間：2014-02-02
問題と解答：全165問
100％の返金保証。1年間の無料アップデート。
IT認定試験を受ける受験生はほとんど仕事をしている人です。試験に受かるために大量の時間とトレーニング費用を費やした受験生がたくさんいます。ここで我々は良い学習資料のウェブサイトをお勧めします。JPexamというサイトです。JPexamの SDIのSD0-101試験資料を利用したら、時間を節約することができるようになります。我々はあなたに向いて適当の資料を選びます。しかも、サイトでテストデータの一部は無料です。もっと重要のことは、リアルな模擬練習はあなたがSDIのSD0-101試験に受かることに大きな助けになれます。JPexam のSDIのSD0-101試験資料はあなたに時間を節約させることができるだけではなく、あなたに首尾よく試験に合格させることもできますから、JPexamを選ばない理由はないです。
購入前にお試し,私たちの試験の質問と回答のいずれかの無料サンプルをダウンロード：http://www.jpexam.com/SD0-101_exam.html
NO.1 Your manager has told you that the Service Desk team must provide excellent customer service at all
times. As an SDA, what is the most important thing you must do to ensure that this happens?
A. Always show plenty of sympathy to the users
B. Always follow the procedures you understand best
C. Always reprimand colleagues who fail to deliver service excellence
D. Always listen to what users tell you
Answer: D
SDI SD0-101練習問題 SD0-101認証試験 SD0-101参考書
NO.2 If you are asked to name a Service Desk best practice, which option would be relevant?
A. SAP
B. KCS
C. Problem Management
D. itSMF
Answer: B
SDI SD0-101 SD0-101 SD0-101認定資格 SD0-101 SD0-101
NO.3 Which of these options best describes a benefit of good teamwork?
A. There is always someone else to pick up any work you fail to do
B. There is commitment to team decisions
C. There is a specialist for each product or service
D. There is less need for person-to-person communication
Answer: B
SDI SD0-101認定試験 SD0-101
NO.4 What is the best reason for an SDA to follow documented processes and procedures?
A. It ensures that all customers perform consistently
B. It ensures that the SDA performs consistently
C. It ensures that customers consistently provide positive feedback
D. It ensures that the manager is protected from irate users
Answer: B
SDI SD0-101問題集 SD0-101認定資格 SD0-101認証試験 SD0-101 SD0-101認定試験
NO.5 What is the best type of questioning to use to disengage a caller whilst ensuring a professional
approach to call management?
A. Reflective questions
B. Rapid questions
C. Open questions
D. Closed questions
Answer: D
SDI SD0-101 SD0-101認定証 SD0-101認定試験
NO.6 Which option is the best example of a closed question?
A. What are the symptoms of your Incident?
B. Tell me what you were doing immediately prior to the Incident?
C. What version of the software do you have?
D. How can I be of help?
Answer: C
SDI参考書 SD0-101問題集 SD0-101 SD0-101認定証
NO.7 Which of these options is a characteristic of a successfully performing team?
A. Attendance at team social events is mandatory.
B. The team leader closely manages everyone equally
C. A team member will do anything to be the best
D. Everyone actively listens to each other
Answer: D
SDI問題集 SD0-101 SD0-101認証試験 SD0-101 SD0-101 SD0-101
NO.8 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
Answer: B
SDI参考書 SD0-101認定証 SD0-101認定資格
NO.9 A primary responsibility of the Service Desk is to
A. Manage Major Incidents
B. Act as the resolver for all users Incidents and Service Requests
C. Resolve Problems
D. Acknowledge and record all Incidents and Service Requests
Answer: D
SDI SD0-101認定証 SD0-101認証試験 SD0-101 SD0-101過去問
NO.10 Which attribute would you expect from good team members?
A. They are nice to everyone
B. They have good timekeeping skills
C. They listen to other peoples point of view
D. They cover up their mistakes
Answer: C
SDI SD0-101問題集 SD0-101認定資格 SD0-101 SD0-101練習問題
NO.11 Your manager has emphasised the importance of establishing effective working relationships with
other teams in the organisation. Of these options, which is the most important activity you should
undertake to enable this to happen?
A. Learn about and recognise the roles and responsibilities of other teams
B. Ensure that your team is seen by users as their champion
C. Treat everyone according to their importance in the organisation
D. Make certain that the IT director is aware of inter-team communication issues
Answer: A
SDI過去問 SD0-101 SD0-101 SD0-101
NO.12 Which of the options best describes a key responsibility of a Service Desk Manager?
A. To deliver ad-hoc levels of service quality from the Service Desk
B. To promote the Service Desk to the organisation and users
C. To manage Incidents and Major Incidents
D. To develop and manage the Problem Management team
Answer: B
SDI SD0-101 SD0-101認定試験 SD0-101参考書
NO.13 Which these options would NOT be a responsibility of the Service Desk?
A. Representing the IT organisation
B. Delivering first time fixes
C. Operating as a communications channel
D. Providing a reliable IT infrastructure
Answer: D
SDI SD0-101 SD0-101 SD0-101問題集
NO.14 A new trainee is being inducted into the Service Desk and s/he questions why there are procedures
and the need for documentation. What should you tell him/her to justify the need for consistent
procedures and processes?
A. Clear procedures mean that everything is done uniformly to eliminate errors
B. Clear procedures mean that customers receive consistent service
C. SLAs and procedures ensure that staff will not be criticised if targets are not met
D. Consistent procedures mean that SLAs and OLAs will always be met
Answer: B
SDI認証試験 SD0-101認定試験 SD0-101 SD0-101認定証
NO.15 A list of desirable attributes included in a job description for a Service Desk Analyst should include ...
A. Seeing a users Incident or Service Request through to resolution, conveying a willingness to help and
being nice to senior management
B. Conveying a willingness to help, focussing on business needs and providing users with the best
possible service
C. Taking ownership of users Problems, maintaining a positive attitude and focussing your attention on
the user
D. Focussing on business needs, providing users with best possible service with an ability to answer a
high volume of calls
Answer: B
SDI認定試験 SD0-101 SD0-101
NO.16 Consider your responsibilities as an SDA: which of these options best describes one of your principal
responsibilities?
A. To provide easily understood and accurate answers to users questions
B. To provide technically detailed answers to users questions
C. To provide users with information about the workings of the Service Desk
D. To provide recommendations about technical courses to users
Answer: A
SDI練習問題 SD0-101認証試験 SD0-101
NO.17 Which option best describes one of the roles of an SDA?
A. Managing users expectations
B. Delivering problem support
C. Negotiating SLAs with customers
D. Achieving reporting targets
Answer: A
SDI SD0-101 SD0-101 SD0-101
NO.18 We should maintain a positive service attitude at all times; which option is the best reason for doing
so?
A. A good service attitude will improve SLA performance
B. Users will see the Service Desk as cheerful happy people
C. It will help to build confidence in the service
D. A bad attitude means that SLAs wont be met
Answer: C
SDI認定試験 SD0-101問題集 SD0-101 SD0-101 SD0-101認定証
NO.19 How would you characterise a failing team?
A. It is managed without SLAs
B. Its members are very touchy feely
C. Its members demonstrate low morale
D. It is solely focussed on business objectives
Answer: C
SDI SD0-101認証試験 SD0-101参考書 SD0-101過去問 SD0-101
NO.20 Your organisation documents company policies to which it expects all employees to adhere. What is
the most important reason for SDAs to ensure they work within these policies?
A. Company policies support consistent behaviour
B. Company policies emphasise deviations from acceptable behaviour
C. Company policies meet their managers criteria for success
D. Company policies support creative approaches for SDA activities
Answer: A
SDI SD0-101 SD0-101練習問題 SD0-101認定試験
NO.21 Which of these options is NOT part of the correct procedure for putting a user on hold?
A. Asking the user for permission to remotely access their system
B. Communicating a valid reason for putting the user on hold
C. Giving the user a reasonable time frame
D. Regularly updating the user about the wait-time
Answer: A
SDI SD0-101参考書 SD0-101過去問 SD0-101 SD0-101認定証
NO.22 In order to measure its efficiency, a Service Desk routinely measures First Contact Resolution
performance; what else might this data be used for?
A. To measure the effectiveness of the escalation procedure
B. To indicate levels of customer satisfaction
C. To measure how long users wait to speak to an SDA
D. To evaluate and adjust staffing levels
Answer: B
SDI参考書 SD0-101 SD0-101 SD0-101
NO.23 What is the best way for an SDA to enhance the image of the Service Desk?
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
SDI問題集 SD0-101 SD0-101認定証
NO.24 Where would you find clear definitions of boundaries and procedures for dealing with inappropriate
behaviour?
A. Company policy documents
B. Incident Management documents
C. Service Desk procedure documents
D. Service Level Agreement documents
Answer: A
SDI過去問 SD0-101 SD0-101 SD0-101認証試験 SD0-101認証試験 SD0-101
NO.25 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
Answer: D
SDI認定資格 SD0-101過去問 SD0-101認定試験 SD0-101 SD0-101
NO.26 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. The users status in the organisation
Answer: A
SDI SD0-101 SD0-101 SD0-101 SD0-101
NO.27 Which option is NOT a characteristic of a successful team?
A. Trust is encouraged amongst team members
B. Support from senior management is received
C. League tables are published
D. Participation in the decision-making process is encouraged
Answer: C
SDI参考書 SD0-101認定資格 SD0-101問題集 SD0-101
NO.28 Why is it important to keep to your commitments to your team members?
A. It will help to ensure that bonuses are paid
B. My colleagues will admire my achievements
C. It improves the morale of the Service Desk
D. Management will not criticise my behaviour
Answer: C
SDI SD0-101練習問題 SD0-101 SD0-101認証試験
NO.29 Your organisation has recently implemented SLAs and OLAs. A new starter on your team has confided
in you that they dont really understand what an OLA is; how would you explain it to him/her?
A. It is a legally enforceable contract between a user and a supplier to ensure user satisfaction with
services offered
B. It is an ad-hoc arrangement between internal support teams that is helpful to the support of a contract
C. It is an agreement between internal support teams that defines the support necessary to meet delivery
of IT Services
D. It is a methodology used to measure compliance to standards of behaviour
Answer: C
SDI SD0-101 SD0-101参考書
NO.30 Which option is a benefit of using Knowledge Management in a Service Desk?
A. This ensures that all staff will log Incidents uniformly
B. It removes the need for training of Service Desk staff
C. It reduces the Incident talk time for users
D. It reduces the overall cost of support
Answer: D
SDI過去問 SD0-101認定資格 SD0-101認定試験 SD0-101参考書
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