SDI SD0-101 Exam - Topic 3 Question 134 Discussion

Question

A new trainee is being inducted into the Service Desk and s/he questions why there are

procedures and the need for documentation. What should you tell him/her to justify the need for

consistent procedures and processes?

Estrella · Accepted Answer

B) Clear procedures mean that customers receive consistent service

Estrella · Answer

A) Clear procedures mean that everything is done uniformly to eliminate errors

Estrella · Answer

C) SLAs and procedures ensure that staff will not be criticised if targets are not met

Estrella · Answer

D) Consistent procedures mean that SLAs and OLAs will always be met