SDI SDA V8

How can an analyst demonstrate the principles of non-verbal communications skills?

• Ignoring any pauses or silences and focusing only on what is said

• Actively listening and not interrupting the customer

• Taking and referencing notes during the interaction

• Having an upright and open body position when talking

Which of the following is a responsibility of the Service Desk Analyst?

• Resolving all problems logged in the service desk tool

• Overseeing the training of service desk staff

• Ensuring that the service desk is integrated into all relevant ITIL processes

• Having an understanding of the customer's business

Ensuring that the documented incident or service request process and procedures have been followed is a benefit of what?

• Interaction, incident, and service request monitoring

• Yearly personal Development Reviews

• Automation

• Knowledge Management

Which of the following are responsibilities of the service desk in problem management?

1. Escalate requests when required

2. Highlight recurring incidents with no long-term fix to the appropriate team

3. Ensuring incident information is accurately captured and recorded

4. Use known error records to assist with the fast resolution of incidents

• 1, 2, and 3

• All of them

• 2, 3, and 4

• 1, 2, and 4

Which of the following statements best describes an incident?

• A service which is upgraded to prevent disruption

• A request for advice or information, or a complaint about an IT service

• A measure of the business criticality of a fix to a service

• An unplanned interruption to an IT service or a reduction in its quality

What should you do when responding to a customer's email?

• Proof read before sending

• Use an informal greeting

• Include a copy to your manager

• Include the complete email trail

During normal service operation, which content of a service level agreement is relevant to the service desk?

• Business continuity arrangements

• Defined hours of operation of the service

• Schedules for service level agreement renegotiation

• Reporting schedules

Where would you find a detailed description of the way each step, action or decision in a process is to be carried out?

• In a procedure

• In best practice guidance

• In a process

• In a policy

When an analyst is dealing with an incident, which support method would prevent the misunderstanding of accents?

• Live chat

• Self-service

• Interactive voice response

• Fact sheets

What would aid the identification of software that is over or under licensed?

• Software License Management

• What would aid the identification of software that is over or under licensed?

• 3rd party contracts

• Incident logging procedures