Service Desk Analyst Qualification: SD0-101

The Problem manager in your organisation has told you that one of his teams key tasks is Proactive Problem Management. What did he mean by this?

A. They talk to users about any inconveniences experienced when using their computers

B. They talk to Facilities Management about forthcoming office moves

C. They undertake satisfaction surveys

D. Theyanalyse Incident records to identify historical and current trends

Which option describes the most important reason for having a process in place for the effective capture and re-use of useful and relevant knowledge?

A. It ensures that all Incidents are resolvable at the first point of contact

B. It ensures that SDAs have access to the knowledge they require

C. It ensures that the Service Desk is the highest profile IT team

D. It ensures that the SDA is responsible for all knowledge content

Why might a Service Desk use Instant Messaging?

A. To facilitate an immediate response from users

B. To deliver a high first contact resolution rate to users

C. To help users with simple issues thatdont need to be logged

D. To remove the need to speak directly to users