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Free SD0-101 Exam Braindumps
Service Desk Analyst Qualification Questions 16–20 (page: 5)

Updated On: 9-Feb-2026
Page 5 of 34
PDF with 165 Questions

Where would you find clear definitions of boundaries and procedures for dealing with inappropriate behaviour?

  1. Company policy documents
  2. Incident Management documents
  3. Service Desk procedure documents
  4. Service Level Agreement documents

Answer(s): A



A new trainee is being inducted into the Service Desk and s/he questions why there are procedures and the need for documentation.
What should you tell him/her to justify the need for consistent procedures and processes?

  1. Clear procedures mean that everything is done uniformly to eliminate errors
  2. Clear procedures mean that customers receive consistent service
  3. SLAs and procedures ensure that staff will not becriticised if targets are not met
  4. Consistent procedures mean that SLAs and OLAs will always be met

Answer(s): B



What is the best reason for an SDA to follow documented processes and procedures?

  1. It ensures that all customers perform consistently
  2. It ensures that the SDA performs consistently
  3. It ensures that customers consistently provide positive feedback
  4. It ensures that the manager is protected from irate users

Answer(s): B



Which of these options best describes personal accountability?

  1. Delivering excellent levels of service quality
  2. Admitting to errors
  3. Taking ownership of your teams Incidents and Service Requests
  4. Behaving and dressing in a distinctive manner

Answer(s): B



Why is it important to keep to your commitments to your team members?

  1. It will help to ensure that bonuses are paid
  2. My colleagues will admire my achievements
  3. It improves the morale of the Service Desk
  4. Management will notcriticise my behaviour

Answer(s): C



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