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Free SD0-101 Exam Braindumps (page: 3)

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PDF with 165 Questions

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 youexplain it to him/her?

  1. It is a legally enforceable contract between a user and a supplier to ensure usersatisfaction with services offered
  2. It is an ad-hoc arrangement between internal support teams that is helpful to the support of a contract
  3. It is an agreement between internal support teams that defines the support necessary to meetdelivery of IT Services
  4. It is a methodology used to measure compliance to standards ofbehaviour

Answer(s): C



Which option is a benefit of using Knowledge Management in a Service Desk?

  1. This ensures that all staff will log Incidents uniformly
  2. It removes the need for training of Service Desk staff
  3. It reduces the Incident talk time for users
  4. It reduces the overall cost of support

Answer(s): D



In order to measure its efficiency, a Service Desk routinely measures First Contact Resolution performance; what else might this data be used for?

  1. To measure the effectiveness of the escalation procedure
  2. To indicate levels of customer satisfaction
  3. To measure how long users wait to speak to an SDA
  4. To evaluate and adjust staffing levels

Answer(s): B



Which option best describes one of the roles of an SDA?

  1. Managingusers expectations
  2. Delivering problem support
  3. Negotiating SLAs with customers
  4. Achieving reporting targets

Answer(s): A






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