Free Practice SDI SD0-101 Exam Questions 2025

Stay ahead with 100% Free Service Desk Analyst Qualification SD0-101 Dumps Practice Questions

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Total 166 Questions | Updated On: Apr 21, 2025

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Question 1

One of your colleagues has recently become unable to focus on any issue for more than a few

moments. What is this often an indicator of?

A : Positive stress

B : That s/he is going for a promotion

C : Influence stress

D : Negative stress

Answer: D

Question 2

What is a VPN?

A : A public virtual network for safe multi-user access

B : A private virtual network for safe remote user access

C : A public network for safe network access for users

D : A private network for individual virtual users

Answer: B

Question 3

How best might you use silent time during a call?

A : By reviewing with the user whats happened with the call so far

B : By clearly identifying whether this is a Service Desk issue

C : By asking about the users emotional state

D : By describing the detail of the behind-the-scenes support process

Answer: A

Question 4

Which of these is NOT a valid option for sourcing?

A : Near-shoring

B : Internal-outsourcing

C : Right-sourcing

D : Cross-sourcing

Answer: D

Question 5

Which option is a benefit of using self-help?

A : It allows users to resolve some incidents at any time

B : It gives users the opportunity to become technical experts

C : It avoids the inconvenience of telephone handling

D : It give users the ability to self-diagnose their incidents in future

Answer: A

Page: 1 / 34

Total 166 Questions | Updated On: Apr 21, 2025

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