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SDI SD0-101 Exam - Topic 1 Question 118 Discussion

You receive a call from a user asking for assistance with a piece of software which is not listedin the Service Desk manual as a supported technology. What is the best approach you shouldtake in this situation?
A) Explain that it is not recognised as a supported piece of software and provide an alternative support option
B) Suggest they uninstall it before anyone else realises they have it
C) Tell the user they should not be using that software and that you need to advise the IT manager
D) Refer them immediately to the SLA which defines what products are supported

SDI SD0-101 Exam - Topic 1 Question 118 Discussion

Actual exam question for SDI's SD0-101 exam
Question #: 118
Topic #: 1
[All SD0-101 Questions]

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?

Show Suggested Answer Hide Answer
Suggested Answer: A

by Joanna at Nov 23, 2025, 09:53 AM

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Leota
2 months ago
A is definitely the way to go. Keep it professional!
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Sheron
2 months ago
Option D is useful, but might confuse the user.
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Curtis
2 months ago
I feel option C is too harsh. Users need support, not reprimands.
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Tammara
2 months ago
Option B seems risky. Uninstalling could cause issues.
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Dawne
2 months ago
Agreed! It's important to provide alternatives.
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Mattie
3 months ago
I think option A is the best. Clear and helpful.
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Eden
3 months ago
D) is solid, but it might confuse the user more.
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Dino
3 months ago
Wait, why would we need to tell the IT manager? Seems extreme.
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Lashandra
4 months ago
This is why we need a comprehensive software catalog. How hard can it be?
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Leslee
4 months ago
B) Uninstall it? Nah, that's just asking for trouble. Might as well own up to it.
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Keneth
4 months ago
C) Ooh, the IT manager won't be happy about that one! Better tread carefully.
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Lizette
4 months ago
A) Sounds like the safest approach. Don't want to get in trouble for unsupported software.
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Kasandra
4 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.
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Christoper
4 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.
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Von
5 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?
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Darrin
5 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.
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Anika
5 months ago
This is straightforward - I'll explain it's not supported and provide another way for them to get help.
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Irving
5 months ago
I'm not totally sure about this one. I think I'll just refer them to the SLA to cover my bases.
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Annett
5 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.
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Dulce
6 months ago
Totally agree, no point in suggesting they uninstall it!
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Adrianna
6 months ago
A) is the best choice, just keep it professional.
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Elke
6 months ago
I didn't even know we had an SLA for this stuff!
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Aracelis
6 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.
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Floyd
7 months ago
Hmm, this is a tricky one. I'll need to be really careful to follow the right process here.
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Micaela
1 month ago
D is too formal. Just keep it simple and supportive.
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Heike
1 month ago
Option C seems harsh. Better to guide them than scold.
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Reena
2 months ago
Yeah, definitely. Providing an alternative is helpful.
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Galen
5 months ago
I think option A is the best. Just explain the situation clearly.
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Gearldine
6 months ago
I wouldn't go with B. That's too risky!
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