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| Section | Objectives |
|---|---|
| Quality Assurance | - Customer satisfaction surveys - Quality assurance activities - Service desk metrics - Quality assurance practices |
| Resilience | - Emotional resilience - Positive and negative signs of stress - Managing workplace pressure |
| Managing Customer Feedback | - Feedback management process - Using feedback for service improvement - Purpose and objectives of feedback management |
| Managing Practices, Processes and Procedures | - Structured practices and procedures - Documentation quality and consistency - Interaction handling |
| Problem-Solving | - Problem-solving techniques - Creative approaches to problem-solving - Inductive and deductive reasoning - Critical thinking |
| Communication Skills | - Formal and informal communication - Active listening - Verbal and non-verbal communication - Adapting communication to different people |
| IT Service Management | - Service request management - Knowledge management - Incident management - Information security management - Problem management |
| Roles and Responsibilities | - Service excellence and professional behaviour - Service Desk Analyst roles and responsibilities - Personal and team standards |
| Rapport and Conflict Management | - Building rapport with customers and colleagues - Negotiation - Emotional intelligence - Conflict management |
| AI and Automation | - Benefits of AI and automation - Automation in service management - AI in service management - Challenges and considerations |
| Support Channels | - Support delivery methods - Remote support - Self-service |
| Relationship Management | - Building relationships with customers and colleagues - Collaboration and teamwork - Cultural awareness |
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問題 #21
In which situation would you use functional escalation?
答案：B
解題說明：
Functional escalation is used when resolving an incident requires a different or higher level of technical knowledge, skill, authority, or capability than the current analyst or support level possesses. Therefore, option C is correct.
Functional escalation transfers or assigns the work to the appropriate technical function or resolver group while preserving the incident-management process and appropriate ownership controls. The objective is to move the issue to the resource best equipped to diagnose or resolve it.
Options A and D are more closely associated with hierarchical escalation. A request to speak with management involves escalation through the management structure, while an imminent or actual service-level breach may require management awareness or intervention. Option B concerns the organisation's major-incident criteria and decision process and is not the definition of functional escalation.
SDA v9 includes Incident Management among the core IT Service Management practices analysts are expected to understand. It also emphasises problem-solving and rapid, effective resolution of customer issues. Correct escalation is therefore an important mechanism for progressing incidents when first-line capability is insufficient.
問題 #22
Which of these are the responsibilities of the Service Desk in information security management?
1. Password resets
2. Updating a Service Level Agreement
3. Confirming the identity of customers
4. Issuing official warnings to customers suspected of security breaches
答案：A
解題說明：
Password resets and confirming customer identity are recognised Service Desk responsibilities within Information Security Management, making statements 1 and 3 correct.
Password resets are security-sensitive activities because changing credentials can provide access to organisational systems and data. Consequently, analysts must follow established identity-verification procedures before performing such actions. Confirming that the person requesting access or credential changes is legitimately entitled to them protects against social engineering, impersonation, and unauthorised access.
Updating an SLA is not an Information Security Management responsibility performed by an analyst as part of this activity. Likewise, Service Desk Analysts would normally report or escalate suspected security breaches according to policy rather than independently issuing formal disciplinary warnings to customers.
SDA v9 explicitly includes Information Security Management among the core ITSM practices analysts must understand. Identity confirmation and password/login resets are established Service Desk security responsibilities. This distinction matters because frontline analysts frequently serve as a control point between customers and protected organisational resources. Therefore, B - 1 and 3 - is correct.
問題 #23
Which is a benefit of having a good ITSM tool?
答案：B
解題說明：
Integration with other departments is an important benefit of an effective ITSM tool because service delivery frequently involves multiple technical and business functions rather than the Service Desk operating in isolation.
Integrated tooling supports structured assignment, escalation, collaboration, information sharing, status updates, and workflow coordination across resolver groups. It can also connect Service Desk records with monitoring, asset, configuration, knowledge, collaboration, and other operational systems. Strong integration improves collaboration, routing, context, communication, and consistent service management.
Option B is unrealistic: a good ITSM platform can automate appropriate repetitive activities, but not all work or decision-making. Option C may be a feature in some environments, but a personalised knowledge base is not the strongest general benefit in this question. Option D is undesirable because good support technology should enable customers and analysts rather than unnecessarily increasing customer dependency on the Service Desk.
SDA v9 expects analysts to understand modern Service Desk tools and technologies alongside AI, automation, ITSM practices, remote support, and self-service. Therefore, A is the best answer.
問題 #24
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
答案：D
解題說明：
The logical Change Enablement sequence is 2, 4, 1, 3, 5, 7, 6.
A change must first be logged and registered so that it is formally recorded and traceable. It is then assessed and evaluated to establish factors such as expected value, risk, impact, feasibility, dependencies, and appropriate scheduling. Once sufficient information exists, the change can receive the required authorisation.
Following authorisation, relevant coordination and communication ensure that affected teams and stakeholders understand the plan, responsibilities, schedule, and implications. The change can then be implemented under the agreed controls. After implementation, its success and objectives should be reviewed to determine whether the intended results were achieved and whether unexpected outcomes occurred. Only after the appropriate review and completion activities should the change request be formally closed.
The alternative sequences authorise changes before appropriate assessment, close them before reviewing their results, or otherwise place activities in an illogical governance order. SDA v9 is aligned with modern service-management practices and requires analysts to understand how processes, procedures and ITSM practices contribute to controlled service delivery.
問題 #25
Which of the following is NOT a principle of good verbal communication?
答案：D
解題說明：
Repeating for verification is the exception. It is primarily associated with listening and information-verification techniques rather than being one of the core principles governing good verbal delivery.
Good verbal communication requires an analyst to speak clearly and concisely, avoid distracting speech habits such as verbal tics, and demonstrate empathy appropriately. These behaviours help customers understand the message, maintain professionalism, and reduce ambiguity. Concise communication is particularly important on a Service Desk because unnecessary technical detail or overly complicated explanations can confuse customers.
Verbal tics-repeated filler expressions or habitual sounds-can undermine clarity and confidence. Appropriate empathy, meanwhile, acknowledges the customer's circumstances without making unrealistic promises or becoming excessively emotional. Verification remains useful during an interaction, but an analyst would normally confirm understanding through techniques such as paraphrasing, summarising, reflecting, or asking appropriate questions. Those techniques sit more naturally within active listening and information gathering. SDA v9 covers principles of good verbal and non-verbal communication, formal and informal communication, active listening, and different communication methods.
問題 #26
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