SDA試験無料問題集（62題）「Peoplecert Service Desk Analyst v9 認定」

出題：1

Which of the following BEST describes automation?

A. The delegation of all decision-making responsibilities to computer systems regardless of task complexity.

B. The use of technology to perform repetitive or routine tasks with minimal human intervention, improving efficiency and consistency.

C. The use of predefined rules to assist staff in completing tasks while requiring manual execution at each step.

D. The complete replacement of human involvement in service management activities through the use of advanced technologies.

正解：B 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

出題：2

Which activity should you AVOID when interacting with a customer?

A. Attempting to resolve their issue using remote support

B. Paraphrasing their explanation of the issue for clarity

C. Asking for information that has already been provided

D. Placing them on hold briefly whilst you consult a colleague

正解：C 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

出題：3

Which of the following is the CORRECT order for Change Enablement activities?
1. Authorisation of the Change
2. Log and Register the Change Request
3. Coordination and Communication
4. Assess and Evaluate the Change
5. Implement the Change
6. Close the Change Request
7. Review the Change success and objectives

A. 2, 1, 3, 4, 5, 6, 7

B. 1, 3, 2, 5, 7, 6, 4

C. 2, 4, 1, 3, 5, 7, 6

D. 1, 2, 3, 4, 5, 6, 7

正解：C 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

出題：4

Which of the following is a barrier to effective communication?

A. Avoiding the use of slang

B. Unconscious bias

C. Attempting to resolve an issue using remote support tools

D. Speaking clearly and concisely

正解：B 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

出題：5

Which of the following are best practices of Knowledge Management?
1. Keep notes on helpful fixes for contribution
2. Create knowledge articles for internal use only
3. Write in clear, simple, and jargon-free language
4. Think from the customer perspective

A. 2, 3 and 4

B. 1, 2 and 3

C. All of the above

D. 1, 3 and 4

正解：D 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

出題：6

Which of the following actions does NOT demonstrate sensitivity and respect for other cultures?

A. Imposing your own values and beliefs

B. Understanding the impact of unconscious bias

C. Accept and respect the value of different approaches

D. Recognizing the value of diversity

正解：A 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

出題：7

What action could an analyst undertake to protect the image of the Service Desk?

A. Give customers accurate and relevant information only when asked

B. Take ownership of Service Desk interactions for important customers

C. Tell the customer that the issue was caused by another team

D. Keep customers advised of the steps being taken to resolve their issues

正解：D 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

SDA試験無料問題集「Peoplecert Service Desk Analyst v9 認定」