SDI Service Desk Analyst Qualification

1.

Which of these options would typically be included in a Security policy?

Penalty definitions for failure to comply with various requirements Rules concerning the visibility of Identity badges Requirements concerning the location of access devices Regulations regarding dress code in the workplace

2.

Your Service Desk has a Standard Operating Procedure for call handling that emphasises the importance of using the callers name during the call. What is a key reason for so doing?

Itemphasises that the Service Desk knows everyone in the organisation It re-focuses the callers attention on the call It lets the caller know that the SDA is using a call-logging system It creates a feeling of authority and control for the SDA

3.

Which option is a key responsibility of the Service Desk as part of the Change Management Process?

To monitor the most common Requests for Change originating from ProblemManagement To monitor the Change Schedule for possible causes of Incidents or Problems To monitor the most common Requests for Change originating from users To monitor all Requests for Change irrespective of their origin

4.

Why is a hot transfer considered to be the best practice for transferring a call?

A cold transfer involves a call passed to another group without discussion, whereas a hot transfer
requires some discussion A hot transfer is an escalation of a high priority call, whereas a cold transfer is not A hot transfer requires the user to agree to the call, whereas a cold transfer does not A cold transfer involves no SDA contact with the caller, whereas a hot transfer involves discussion

5.

What is a VPN?

A public network for safe network access for users A private virtual network for safe remote user access A public virtual network for safe multi-user access A private network for individual virtual users

6.

Which these options would NOT be a responsibility of the Service Desk?

Representing the ITorganisation Operating as a communications channel Providing a reliable IT infrastructure Delivering first time fixes

7.

Which of these statements about Problem Management is INCORRECT?

The Service Desk is not responsible for Problem Management but manages Major Incident reviews The Service Desk is not responsible for Problem Management but contributes by identifying recurringIncidents The Service Desk is not responsible for Problem Management but may be required to work withtechnical teams to diagnose Problems The Service Desk is not responsible for Problem Management but uses known errors to aid fastresolution

8.

Which of these options can be described as controlling tasks that are measurable, definable and repeatable?

Service Management Process Management Company Practices ITIL Processes

9.

Your organisation is actively promoting the use of self-service technology. What is a disadvantage of this support option?

The delivery of service now offered uses state-of-the-art technology SDAs and users feel that the service now offered is haphazard Users and SDAs feel that the service now offered has become impersonal The service now offered is too simplistic

10.

Which of these options best describes how the Priority of an Incident is determined?

A combination of urgency and business impact as defined by the users immediate needs A combination of urgency and business impact as defined within the SLA A combination of urgency and business impact and the availability of IT resources A combination of urgency and business impact ascertained by the SDA at the point of logging

SDI Service Desk Analyst Qualification

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SDI Service Desk Analyst Qualification

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