Discuss SDI SD0-101 Exam Topic 1 Question 118

You receive a call from a user asking for assistance with a piece of software which is not listed

in the Service Desk manual as a supported technology. What is the best approach you should

take in this situation?

AExplain that it is not recognised as a supported piece of software and provide an alternative
support option

BSuggest they uninstall it before anyone else realises they have it

CTell the user they should not be using that software and that you need to advise the IT
manager

DRefer them immediately to the SLA which defines what products are supported

Suggested Answer: A

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29 comments · newest first

Leota 7 months ago

A is definitely the way to go. Keep it professional!

Sheron 7 months ago

Option D is useful, but might confuse the user.

Curtis 7 months ago

I feel option C is too harsh. Users need support, not reprimands.

Tammara 7 months ago

Option B seems risky. Uninstalling could cause issues.

Dawne 7 months ago

Agreed! It's important to provide alternatives.

Mattie 8 months ago

I think option A is the best. Clear and helpful.

Eden 8 months ago

D) is solid, but it might confuse the user more.

Dino 8 months ago

Wait, why would we need to tell the IT manager? Seems extreme.

Lashandra 8 months ago

This is why we need a comprehensive software catalog. How hard can it be?

Leslee 9 months ago

B) Uninstall it? Nah, that's just asking for trouble. Might as well own up to it.

Keneth 9 months ago

C) Ooh, the IT manager won't be happy about that one! Better tread carefully.

Lizette 9 months ago

A) Sounds like the safest approach. Don't want to get in trouble for unsupported software.

Kasandra 9 months ago

I think option A makes the most sense, but I worry about how the user might react to being told their software isn't supported.

Christoper 9 months ago

I practiced a similar question where we had to deal with unsupported tech. I feel like just telling them to uninstall it could cause more problems.

Von 10 months ago

I'm not entirely sure, but I remember something about referring to the SLA. Maybe that's the right way to handle unsupported software?

Darrin 10 months ago

I think the best approach is to explain that the software isn't supported and suggest an alternative. That seems like the most helpful option.

Anika 10 months ago

This is straightforward - I'll explain it's not supported and provide another way for them to get help.

Irving 10 months ago

I'm not totally sure about this one. I think I'll just refer them to the SLA to cover my bases.

Annett 10 months ago

Okay, let me think this through. I need to be professional but also helpful. I'll go with option A and give them an alternative support option.

Dulce 11 months ago

Totally agree, no point in suggesting they uninstall it!

Adrianna 11 months ago

A) is the best choice, just keep it professional.

Elke 11 months ago

I didn't even know we had an SLA for this stuff!

Aracelis 11 months ago

Ugh, I hate when users have unsupported software. I'm just going to tell them to uninstall it and be done with it.

Floyd 12 months ago

Hmm, this is a tricky one. I'll need to be really careful to follow the right process here.

Micaela 6 months ago

↳ replying to Floyd

D is too formal. Just keep it simple and supportive.

Heike 6 months ago

↳ replying to Floyd

Option C seems harsh. Better to guide them than scold.

Reena 6 months ago

↳ replying to Floyd

Yeah, definitely. Providing an alternative is helpful.

Galen 10 months ago

↳ replying to Floyd

I think option A is the best. Just explain the situation clearly.

Gearldine 11 months ago

↳ replying to Floyd

I wouldn't go with B. That's too risky!

SDI SD0-101 Exam - Topic 1 Question 118 Discussion