SDI SD0-101 Exam Questions & Answers

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Questions 1

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

A. A higher volume of Incidents and Service Requests are logged

B. The Priorities of Incidents and Service Requests are higher due to increased escalations

C. Customer satisfaction is higher due to the length of time spent on the calls

D. There is confusion about the details of the users Incident or Service Request

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Questions 2

What is the main reason for having an Incident Management process?

A. To get users back to work within SLAs

B. To get users back to work within IT priorities

C. To get users back to work quickly

D. To get users back to work according to agreed processes

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Questions 3

Which of these options best describes Problem Management?

A. A process to avoid Incidents being logged

B. A process to reduce the impact of preventable Incidents

C. A process to increase the capability of Incident Management

D. A process to prevent Incidents from occurring

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