Most Recent SDI SD0-101 Exam Dumps

Prepare for the SDI Service Desk Analyst Qualification exam with our extensive collection of questions and answers. These practice Q&A are updated according to the latest syllabus, providing you with the tools needed to review and test your knowledge.

QA4Exam focus on the latest syllabus and exam objectives, our practice Q&A are designed to help you identify key topics and solidify your understanding. By focusing on the core curriculum, These Questions & Answers helps you cover all the essential topics, ensuring you're well-prepared for every section of the exam. Each question comes with a detailed explanation, offering valuable insights and helping you to learn from your mistakes. Whether you're looking to assess your progress or dive deeper into complex topics, our updated Q&A will provide the support you need to confidently approach the SDI SD0-101 exam and achieve success.

The questions for SD0-101 were last updated on May 4, 2025.

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Question No. 1

Which option best describes the benefits of professionally managing a call?

AIt optimises talk time and reduces the volume of calls handled

BIt increases the problem resolution rate and the level of customer satisfaction

CIt increases the average call duration and establishes credibility for the Service Desk

DIt increases the confidence of the SDA and the level of customer satisfaction

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Correct Answer: D

Question No. 2

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?

ALearn about and recognise the roles and responsibilities of other teams

BEnsure that your team is seen by users as their champion

CTreat everyone according to their importance in the organisation

DMake certain that the IT director is aware of inter-team communication issues

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Correct Answer: A

Question No. 3

How is a peripheral device different from its host computer?

AIt runs at the edge of the computers network infrastructure

BIt is regarded as an unknown device by the CPU

CIt runs as part of a wider area network

DIt is regarded as an external component to the CPU

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Correct Answer: D

Question No. 4

Which of the options best describes a key responsibility of a Service Desk Manager?

ATo deliver ad-hoc levels of service quality from the Service Desk

BTo promote the Service Desk to the organisation and users

CTo manage Incidents and Major Incidents

DTo develop and manage the Problem Management team

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Correct Answer: B

Question No. 5

It is your first day answering calls on the Service Desk; what is the best way to greet users when

answering the phone to give them the confidence that you know what you are doing?

AState your name, the company name and ask how you may help

BState your name, the company name and ask for the users details, explaining that you are new

CState your name and company, apologise for your lack of experience and then ask for the
users details

DState your name and ask how you may help

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Correct Answer: A

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