SDI SD0-101 : Service Desk Analyst Qualification 2024 Practice Tests

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Exam Number : SD0-101
Exam Name : Service Desk Analyst Qualification 2024
Vendor Name : SDI
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SD0-101 Exam Format | SD0-101 Course Contents | SD0-101 Course Outline | SD0-101 Exam Syllabus | SD0-101 Exam Objectives

Test Details:
- Exam Name: SDI SD0-101 Service Desk Analyst Qualification
- Exam Format: Multiple-choice questions
- Exam Duration: 60 minutes
- Passing Score: 70%
- Prerequisites: None
- Certification Validity: Lifetime

Course Outline: SDI SD0-101 Service Desk Analyst Qualification

I. Introduction to Service Desk
A. Role and responsibilities of a service desk analyst
B. Service desk processes and best practices
C. Customer service skills and communication techniques

II. Service Desk Operations
A. Incident management and ticket handling
B. Problem management and escalation procedures
C. Change management and release processes

III. IT Service Management (ITSM) Frameworks
A. ITIL (Information Technology Infrastructure Library)
B. COBIT (Control Objectives for Information and Related Technologies)
C. ISO/IEC 20000 (IT Service Management Standard)

IV. Service Desk Tools and Technologies
A. Service desk software and ticketing systems
B. Remote support tools and technologies
C. Knowledge management and self-service portals

V. Customer Relationship Management (CRM)
A. Customer satisfaction measurement and feedback
B. Handling difficult customers and challenging situations
C. Continuous improvement and service excellence

VI. Service Desk Metrics and Reporting
A. Key performance indicators (KPIs) for service desk
B. SLA (Service Level Agreement) management and reporting
C. Performance analysis and improvement strategies

Exam Objectives:
- Understand the role and responsibilities of a service desk analyst
- Apply service desk processes and best practices
- Demonstrate customer service skills and effective communication techniques
- Familiarize with ITSM frameworks, including ITIL, COBIT, and ISO/IEC 20000
- Utilize service desk tools and technologies effectively
- Manage customer relationships and handle challenging situations
- Measure and report service desk performance using metrics and KPIs

Syllabus:
The syllabus for the SDI SD0-101 Service Desk Analyst Qualification course will cover the following topics:
- Introduction to Service Desk
- Service Desk Operations
- IT Service Management (ITSM) Frameworks
- Service Desk Tools and Technologies
- Customer Relationship Management (CRM)
- Service Desk Metrics and Reporting

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SDI SD0-101 : Service Desk Analyst Qualification 2024 Practice Tests

Latest 2024 Updated SDI Service Desk Analyst Qualification 2024 Syllabus
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SDI SD0-101 : Service Desk Analyst Qualification 2024 Practice Tests

Latest 2024 Updated SDI Service Desk Analyst Qualification 2024 Syllabus SD0-101 Question Bank with Premium PDF and Test Engine

Practice Tests and Free VCE Software - Questions Updated on Daily BasisBig Discount / Cheapest price & 100% Pass Guarantee

SD0-101 Exam Format | SD0-101 Course Contents | SD0-101 Course Outline | SD0-101 Exam Syllabus | SD0-101 Exam Objectives

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SDI Service PDF questions

SD0-101 Exam

SD0-101 Exam

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Best Practice Tests You Ever Experienced

References :

Notícias

Latest 2024 Updated SDI Service Desk Analyst Qualification 2024 Syllabus
SD0-101 Question Bank with Premium PDF and Test Engine

Practice Tests and Free VCE Software - Questions Updated on Daily Basis
Big Discount / Cheapest price & 100% Pass Guarantee