SDI SD0-101 Exam
Service Desk Analyst Qualification (Page 4 )

Updated On: 12-Feb-2026

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



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

  1. To deliver ad-hoc levels of service quality from the Service Desk
  2. To promote the Service Desk to theorganisation and users
  3. To manage Incidents and Major Incidents
  4. To develop and manage the Problem Management team

Answer(s): B



If you are asked to name a Service Desk best practice, which option would be relevant?

  1. SAP
  2. KCS
  3. Problem Management
  4. itSMF

Answer(s): B



Your organisation documents company policies to which it expects all employees to adhere.
What is the most important reason for SDAs to ensure they work within these policies?

  1. Company policies support consistentbehaviour
  2. Company policiesemphasise deviations from acceptable behaviour
  3. Company policies meet theirmanagers criteria for success
  4. Company policies support creative approaches for SDA activities

Answer(s): A






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