Free Practice SDI SD0-101 Exam Questions 2025

Stay ahead with 100% Free Service Desk Analyst Qualification SD0-101 Dumps Practice Questions

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Total 166 Questions | Updated On: Apr 08, 2025

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Question 1

Which of the options best describes why confidentiality is important?

A : It protects the Service Desk Analyst from any embarrassment

B : It protects the user and company from cold calling

C : It protects the user and company from information abuse

D : It protects identity information

Answer: C

Question 2

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

D : It give users the ability to self-diagnose their incidents in future

Answer: A

Question 3

Which activity is part of Change Management?

A : Trend Analysis

B : Approval and scheduling

C : User acceptance testing

D : Business analysis

Answer: B

Question 4

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

Question 5

Which of these options is NOT a common technology used by the Service Desk?

A : Automated Call Distribution (ACD)

B : Instant Messaging (IM)

C : Application sizing software

D : Self-help systems

Answer: C

Page: 1 / 34

Total 166 Questions | Updated On: Apr 08, 2025

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