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SDI

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                       HDI-SDA

Service Desk Analyst 2025

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Question: 1

Which of the following best describes the role of a Service Desk Analyst?
 1. Managing network infrastructure
 2. Writing software code
 3. Providing technical support to end users
 4. Analyzing financial data

stion: 2

is the primary goal of an Incident Management process? estoring service as quickly as possible

nalyzing root causes of incidents entifying potential problems mplementing software updates

wer: A

stion: 3

ch of the following is NOT a recommended communication skill for a ice Desk Analyst?

ctive listening mpathy

terrupting the customer

Answer: C

Que

What
 1. R
 2. A
 3. Id
 4. I

Ans

Que Whi Serv

 1. A
 2. E
 3. In
 4. Clear and concise communication

Answer: C

Question: 4

What is the purpose of a Service Level Agreement (SLA)?
 1. Defining the roles and responsibilities of a Service Desk Analyst
 2. Documenting the agreed-upon level of service between IT and the business
 3. Providing step-by-step instructions for resolving incidents
 4. Identifying potential risks and threats

Answer: B

stion: 5

ch of the following is a key component of a Configuration Manageme base (CMDB)?

ncident records

ser account information ardware inventory

oftware development plans

wer: C

stion: 6

is the first step in the Problem Management process? dentifying the root cause of a problem

mplementing a temporary workaround ssigning a priority to the problem ogging the problem in the system

Que

Whi nt

Data
 1. I
 2. U
 3. H
 4. S

Ans

Que

What
 1. I
 2. I
 3. A
 4. L

Answer: D

Question: 7

Which of the following is an example of a self-service support option?
 1. Phone support
 2. On-site technician visit
 3. Knowledge base articles
 4. Remote desktop assistance

Answer: C

Question: 8

What is the purpose of a Change Advisory Board (CAB)?

pproving all changes before they are implemented anaging the Service Desk staff schedule vestigating security incidents

eviewing and assessing proposed changes

wer: D

stion: 9

ch of the following is NOT a recommended method for managing cust ctations?

roviding accurate and realistic timeframes etting unrealistic goals to exceed expectations ommunicating potential delays in advance etting clear and achievable service level targets

wer: B



A



M



In



R

Ans

Que

Whi omer

expe
 1. P
 2. S
 3. C
 4. S

Ans

Question: 10

What is the purpose of a Service Request Management process?
 1. Managing customer complaints
 2. Resolving incidents
 3. Fulfilling user requests for service
 4. Conducting system audits

Answer: C

Question: 11

Which of the following is a characteristic of a well-defined Service Level Agreement (SLA)?
 1. Vague and ambiguous language
ack of measurable targets pecific and measurable targets ubject to change without notice
wer: C
stion: 12
is the primary focus of Problem Management? reventing incidents from occurring
esolving incidents quickly
ocumenting known errors and workarounds nvestigating security breaches
wer: A
stion: 13
L
 2. S
 3. S

Ans

Que

What
 1. P
 2. R
 3. D
 4. I

Ans

Que

Which of the following is a best practice for effective ticket handling?
 1. Delaying ticket updates to maintain a backlog
 2. Closing tickets without resolution to meet targets
 3. Assigning tickets to the appropriate support group
 4. Avoiding communication with end users

Answer: C

Question: 14

What is the purpose of a Known Error Database (KEDB)?
 1. Tracking the status of open incidents
 2. Identifying potential problems
 3. Documenting solutions for recurring incidents
wer: C
stion: 15
ch of the following is an example of a proactive approach to problem agement?
aiting for incidents to occur before taking action eacting to incidents without analyzing root causes
onducting regular trend analysis to identify underlying issues gnoring potential risks and threats
wer: C
stion: 16
is the purpose of a Service Desk's role in Change Management? pproving all changes before implementation
Performing routine system backups

Ans

Que Whi man

 1. W
 2. R
 3. C
 4. I

Ans

Que

What
 1. A
 2. Analyzing the financial impact of changes
 3. Communicating changes to end users
 4. Performing software testing

Answer: C