QUESTION: 81

Which of these options can be described as controlling tasks that are measurable, definable and repeatable?

Company Practices
Process Management
ITIL Processes
Service Management

Answer(s): B

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QUESTION: 82

What is the value in following documented Service Desk procedures?

It helps to provide a fast turnaround for Incidents
It delivers a metric-focussed service
It reduces the cost of the IT infrastructure by 30%
It protects management from staff errors

Answer(s): A

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QUESTION: 83

Your Service Desk has a Standard Operating Procedure for telephone call handling.
Which of these options would NOT be included in that procedure?

Using apersonalised greeting
Asking the right questions to elicit information
Listening to what the caller is telling you
Showing empathy for the user if appropriate

Answer(s): A

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QUESTION: 84

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?

State your name, the company name and ask how you may help
State your name, the company name and ask for the users details, explaining that you are new
State your name and company,apologise for your lack of experience and then ask for the users details
State your name and ask how you may help

Answer(s): A

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Free SD0-101 Exam Braindumps (page: 21)

QUESTION: 81

QUESTION: 82

QUESTION: 83

QUESTION: 84