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Free SD0-101 Exam Braindumps (page: 21)

Page 4 of 42
PDF with 165 Questions

Consider your responsibilities as an SDA: which of these options best describes one of yourprincipal responsibilities?

  1. To provide easily understood and accurate answers to users questions
  2. To provide technically detailed answers tousers questions
  3. To provide users with information about the workings of the Service Desk
  4. To provide recommendations about technical courses to users

Answer(s): A



A primary responsibility of the Service Desk is to

  1. Manage Major Incidents
  2. Act as the resolver for all users Incidents and Service Requests
  3. Resolve Problems
  4. Acknowledge and record all Incidents and Service Requests

Answer(s): D



Which these options would NOT be a responsibility of the Service Desk?

  1. Representing the ITorganisation
  2. Delivering first time fixes
  3. Operating as a communications channel
  4. Providing a reliable IT infrastructure

Answer(s): D



What should an SDA reasonably expect of users when they contact the service desk for assistance?

  1. To provide valuable information regarding their opinion of the Service Desk
  2. To provide valuable information regarding their view of the SLA
  3. To provide an opportunity to receive feedback regarding their technical ability
  4. To provide the relevant information needed to resolve their incident

Answer(s): D






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