Authentic SDI SD0-101 Exam Dumps

Question No: 1

MultipleChoice

Which option best describes examples of information contained in a Service Catalogue?

Options

AThe support model and components for each service and the SLAs in place

BThe service definition, users and customers of the services plus any related knowledge
solutions

CThe service definition, the SLA in place and Incident records

DThe support model, components and service management reports

Question No: 2

MultipleChoice

You have been on a call with a user for five minutes and you sense they are getting frustrated;

what is the most likely reason for this?

Options

AYou are attempting to resolve their issue using remote support

BYou are interrogating the Service Knowledge Management System for a known solution

CThe Incident was originally logged by a colleague and you are following the call script to
ensure no information had been missed

DYou have put them on hold briefly whilst you consult a colleague

Question No: 3

MultipleChoice

Which option options best describes primary reasons for Service Desks logging all user issues?

Options

ATo provide an audit trail of user interactions and influence ongoing process improvement

BTo provide data to perform root cause analysis and incentivise SDA performance

CTo provide data to measure customer satisfaction and for other teams to use

DTo document the workload of the Service Desk and create a competitive environment

Question No: 4

MultipleChoice

Which is NOT a standard method of support from a Service Desk?

Options

ADesk-side support

BRemote Control

CInstant Messaging

DSuper-users

Question No: 5

MultipleChoice

You are handling users Incidents or Service Requests - the impact of a language barrier can mean

Options

AA higher volume of Incidents and Service Requests are logged

BThe Priorities of Incidents and Service Requests are higher due to increased escalations

CCustomer satisfaction is higher due to the length of time spent on the calls

DThere is confusion about the details of the users Incident or Service Request

Free SDI SD0-101 Exam Dumps June 2026