Which of these options is NOT a feature in standard PBX functionality?
Where would you expect to see a screen pop? As a feature of
The company screensaver
An Instant Messaging conversation
Computer Telephony Integration (CTI)
The weekly marketing email
Which option is the most common issue when integrating CTI with Incident Management?
Poor project management resulting in higher costs
The screen pop functionality does not behave as expected
Lengthy implementation timescales due to inadequate project resources
Lack of availability of accurate user data
Which option is a benefit of using self-help?
It allows users to resolve some incidents at any time
It gives users the opportunity to become technical experts
It avoids the inconvenience of telephone handling
It give users the ability to self-diagnose their incidents in future
Your organisation is actively promoting the use of self-service technology. What is a disadvantage of this support option?
Users and SDAs feel that the service now offered has become impersonal
SDAs and users feel that the service now offered is haphazard
The delivery of service now offered uses state-of-the-art technology
The service now offered is too simplistic
Which of these options best describes examples of self-service technology?
FAQs, external knowledge packs, and IVR-based systems
Training courses, procedures and an on-line Service Knowledge Management System
Web-based self-help systems, Incident data and FAQs
Forms, procedures, help systems and on-line tutorials
Which of these options is a benefit of self-service technology?
Users can log their issues at any time
Reduces Problem resolution time
Removes the need for human support
Reduces the number of Incidents and Service Requests
Which would be a common use of self-healing technology?
Which of these options is a recognised advantage of self-healing technology?
It passes the cost of support to the users
It reduces the requirement for SLAs
It enables users to fix more Incidents themselves
It decreases the cost of support
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2 ">SD0-101 QUESTION: 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 QUESTION: 2 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 QUESTION: 3 Which option is the best example of a closed question? A. What are the symptoms of your ident? B. Tell me what you were doing immediately prior to the ident? C. What version of the software do you have? D. How can I be of help? Answer: C QUESTION: 4 What is the best type of questioning to use to disengage a caller whilst ensuring a professional approach to call management? A. Reflective questions
3 ">SD0-101 B. Rapid questions C. Open questions D. Closed questions Answer: D QUESTION: 5 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 QUESTION: 6 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 himher? 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 QUESTION: 7 Which option is a benefit of using Knowledge Management in a Service Desk? A. This ensures that all staff will log idents uniformly B. It removes the need for training of Service Desk staff C. It reduces the ident talk time for users D. It reduces the overall cost of support
4 ">SD0-101 Answer: D QUESTION: 8 In order to measure its efficiency, a Service Desk routinely measures First 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 QUESTION: 9 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 QUESTION: 10 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 QUESTION: 11 A primary responsibility of the Service Desk is to
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