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WorksheetsSDI EXAM
Total questions: 54
Worksheet time: 27mins
Which is a role of the service desk and support analyst?
Ensure that service level agreements are in place
Resolve all problems reported to the service desk
Deliver a consistent quality of service
Deliver levels of service in excess of those in the service level agreement
Which is an objective of an organization’s policies?
To provide clear boundaries that define how we should work
To provide details of how the organization is structured
To provide contact details of key personnel
To provide downloadable templates for grievance issues
What type of service is offered if it meets the targets set out in the service level agreement (SLA) over a period of time?
Consistent
Cheap
Automated
Strategic
Which behavior would you see when a service desk analyst is taking personal accountability?
Complaining to their manager
Passing calls to other analysts
Admitting errors openly and honestly
Focusing the customer on resolution of the issue
Which is a basic concept of teamwork?
Sharing ideas for service improvements
Behaving in a very competitive manner to outperform your colleagues
Taking shortcuts to ensure your resolution targets are met
Mandatory attendance at all team social activities
What are the three types of change?
Simple, normal, urgent
Standard, normal, fast
Standard, important, urgent
Standard, normal, emergency
Which technique would help you to communicate with customers from other countries ?
Raise the volume of your speech
Check understanding more often than usual
Try to end the call as quickly as possible
Use slang words to sound more friendly
Which action would NOT display emotional intelligence?
Ignoring emotions to ensure they don’t impair thinking
Identifying emotions in order to make better decisions
Adapting behaviour based on your own and another's feelings
Recognizing the emotions involved to guide your thinking
What is the impact of a language barrier when dealing with a customer issue?
The customer or the analyst become frustrated
Issues are resolved more quickly
Customer's satisfaction levels increase
Changes are more likely to fail
Which is the BEST way to adapt to a customer’s communication style?
Copy the customer’s tone of voice
Use the same words as the customer
Use non-technical terminology
Always use the same communication style
What term is used for re-stating what a customer has said in your own words?
Summarizing
Reworking
Paraphrasing
Repetition
What are you demonstrating when you minimize distractions, do not interrupt and pause before replying ?
Multi-tasking
Paraphrasing
Active listening
Emotional intelligence
What should be avoided when writing business communications?
Writing concisely
Using acronyms
Proof reading
Using signature blocks
What type of questioning involves a sequenced string of questions with decision points to enable rapid identification of the issue a customer is experiencing?
Open
Structured
Closed
Reflective
Which technique is used as a method of acknowledging a customer’s emotions?
Listening in silence
Asking closed questions
Giving the customer an incident reference
Apologizing for an inconvenience
During a call with a customer you realize that they have stopped answering your questions. What is the MOST likely reason for this change in their behavior?
The situation with the customer is deteriorating towards conflict
The customer is agreeing with everything you say
The customer realizes that you have made an error
The customer is happy with what you are doing
Which stage of the procedure for managing a call or interaction involves being physically and emotionally ready?
Obtaining information
Conveying empathy
Preparing for the call
Closing the call
Which is a benefit of the analyst using the customer’s name during a telephone support call?
It demonstrates that the customer is listening to you
It verifies that the customer is still on the line
It encourages the customer to concentrate on what you are saying
It ensures the customer has control of the call
What technique would you use to focus a customer’s attention on resolving their issue?
Display empathy
Ask closed questions
Use a commanding tone of voice
Ask open questions
Which is the BEST description of a service request?
Asking for access to an IT service
Asking for an update to an existing issue
Asking for permission to apply a patch to a server
Asking for a meeting with the service level manager
Which should you NOT do when managing an abusive customer?
Ask them to moderate their behaviour
Escalate the call to your manager
Terminate the call without notice
Maintain a professional approach
Why is keeping customers informed about status changes important?
It increases inbound calls to the service desk
It discourages service desk use
Customers feel important and valued
Customer satisfaction is reduced
Which is the responsibility of the service level management process?
Control the lifecycle of changes
Monitor and report on service levels
Provide consistent information about agreed services
Improve efficiency by reducing the need to rediscover knowledge
Which skill is improved by prioritizing everyday tasks?
Time management
Verbal communication
Recording incidents
Documenting service level agreements
What does the following statement describe? To have respect for both yourself and others
Communication
Passiveness
Active listening
Assertiveness
Which basic requirement would be included in an entry describing a service in the service catalogue?
Service hours
Service model
Access rights to information
Business impact assessment
Which process has the objective of ensuring that service quality and availability are maintained at the highest possible level?
Change management
Process management
Problem management
Incident management
Which statement about an insourced service delivery option is TRUE?
A service delivered entirely by an externally contracted organization
A service delivered as a joint venture between two separate organizations
A service delivered entirely by an internally retained IT organization.
A service internally resourced following previous outsourcing
Which is the definition of a problem?
An unplanned interruption to an IT service
A database with information about all live IT services
The cause of one or more incidents
A legally binding contract with an external supplier
Which is a characteristic of an effective team?
All decisions are made by team agreement
Processes and procedures are well-maintained
Managers do not offer direction to the team
Communication only takes place within the team
Which process is responsible for providing customers with advice, standard changes or access to a standard IT service?
Request fulfilment
Change management
Incident management
System management
Which procedure is followed if you need to involve a team leader to assist in the resolution of an incident?
Functional escalation
Request management
Hierarchic escalation
Complaint handling
Why is knowledge management important to the service desk?
It ensures successful first time fixes for all interactions
Change management tools can be easily implemented
It increases productivity in the team
More calls will be escalated to other support functions
What is an objective of problem management?
To determine the root cause of incidents
To highlight issues so senior management can take responsibility
To escalate the call to the relevant team or third party if necessary,
To increase the number of recurring incidents logged by the service desk
Which process is responsible for managing risks that could seriously impact IT services?
Problem management
IT security management
IT service continuity management
Knowledge management
In which situation would displaying empathy be MOST appropriate?
Reducing conflict
Recording an incident
Asking closed questions
Escalating an incident
What document records the support delivery targets agreed between customers and service providers?
Service catalogue
Service level agreement
Underpinning contract
Operational level agreement
What do service desk metrics demonstrate when they are combined?
The value of the service desk
A positive first level resolution
A high level of customer satisfaction
A low number of abandoned calls
Which of the following is an example of self healing technology?
Knowledge bases
Self help
Self logging
Anti-virus
Which behavior would be best for establishing effective relationships with other parts of the organization?
Try to apportion blame correctly
Ensure you retain vital information in the service desk team
Explain the role and responsibilities of your team to stakeholders
Leave other teams to get on with their own jobs
Which of the following is NOT a benefit of implementing security policies?
All IT changes will work as planned
Data integrity is protected
Compliance with legal requirements is ensured
Security with third parties is addressed
Which behavior is NOT suitable for establishing effective relationships with team members?
Being loyal to your team
Relying on others to provide solutions for issues
Representing the organization well
Sharing information
Which statement describes quality assurance?
The process which ensures that normal service is restored as quickly as possible
A schedule of future changes to all IT services
A document to agree service delivery between internal providers
The process responsible for ensuring that a service is fit for purpose
Which activity would BEST ensure that service desk and support analysts deliver a consistent customer experience?
Taking ownership of customer issues
Correctly assigning priority levels
Following documented processes and procedures
Following a documented work schedule
Which type of survey is NOT commonly carried out at the service desk?
On-going survey
Annual survey
One-time survey
Supplier survey
What has the GREATEST impact on a service desk analyst’s ability to set expectations for a positive customer experience?
A good service attitude
The ability to do something well
A good understanding of software
Being multi-lingual
Which provides an opportunity for training customers to be self-sufficient?
Service level management
Call management
Remote control support
Active listening
Which would you do when you are professionally disengaging from a support call?
Thank the customer for calling
Use open questions to lead to closure
Tell the customer you are finishing your shift
Ask the customer to nominate you for this month’s service award
Which type of infrastructure are the following components part of? • Servers • Hubs/switches • Routers
Network
Mainframe
Supercomputer
Service management tool
What is the purpose of an automated call distribution telephone system?
Route calls based on predefined processes
Allow customers to use the same number
Offer the service desk analysts more choice
Enable analysts to accept calls they can resolve
Which is a benefit of conveying empathy to customers?
The customers will always be satisfied
It will make the customer more aggressive
It shows customers that their feelings are understood
The resolution process is speeded up
Which is an example of good verbal skills?
Always use technical words
Always use humour
Use slang to match the customer
Express appropriate empathy
Which statement describes a benefit of self-service technology?
Customers are able to resolve all issues without the assistance of an analyst
Support is available 24x7 regardless of service desk operating hours
Support analyst’s are able to access accurate and relevant information
Customers are able to fix even the most complex issues
What is the primary role of the service desk?
To be a single point of contact for business related issues
To be a single point of contact for all IT related interactions
To be a point of contact when customers cannot reach technical support staff
To be a point of contact for simple IT incidents and requests only
