CompTIA
Checkpoint
ISC
HP
Dell
EC-Council
EXIN
Fortinet
ITIL®
Juniper
PMI
Microsoft
VMware
Avaya
Google
Salesforce
Amazon
Palo Alto Networks
Certiport
ISC2
All Vendors
  2. Home
  3. Exams
  4. SDI
  5. SD0-101

Free SD0-101 Exam Braindumps (page: 6)

Page 5 of 42
PDF with 165 Questions

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






Post your Comments and Discuss SDI SD0-101 exam with other Community members:

SD0-101 Discussions & Posts