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| Section | Objectives |
|---|---|
| Topic 1: Communication Skills | - Formal and informal communication - Adapting communication to different people - Verbal and non-verbal communication - Active listening |
| Topic 2: Roles and Responsibilities | - Service Desk Analyst roles and responsibilities - Personal and team standards - Service excellence and professional behaviour |
| Topic 3: Relationship Management | - Building relationships with customers and colleagues - Cultural awareness - Collaboration and teamwork |
| Topic 4: Managing Practices, Processes and Procedures | - Documentation quality and consistency - Interaction handling - Structured practices and procedures |
| Topic 5: Quality Assurance | - Customer satisfaction surveys - Service desk metrics - Quality assurance activities - Quality assurance practices |
| Topic 6: Rapport and Conflict Management | - Emotional intelligence - Conflict management - Negotiation - Building rapport with customers and colleagues |
| Topic 7: Managing Customer Feedback | - Purpose and objectives of feedback management - Using feedback for service improvement - Feedback management process |
| Topic 8: IT Service Management | - Problem management - Information security management - Service request management - Knowledge management - Incident management |
| Topic 9: Support Channels | - Remote support - Support delivery methods - Self-service |
| Topic 10: AI and Automation | - Benefits of AI and automation - AI in service management - Challenges and considerations - Automation in service management |
| Topic 11: Resilience | - Positive and negative signs of stress - Emotional resilience - Managing workplace pressure |
| Topic 12: Problem-Solving | - Inductive and deductive reasoning - Creative approaches to problem-solving - Problem-solving techniques - Critical thinking |
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NEW QUESTION # 18
'Technology by which a process or procedure is performed with minimal human interaction' is known as what?
Answer: C
Explanation:
The definition describes Automation.
Automation uses technology to execute a defined process, procedure, or sequence of activities with limited human intervention. In a Service Desk context, automation can be applied to routine activities such as notifications, ticket routing, monitoring responses, account workflows, standard request fulfilment, and other repetitive tasks where reliable rules or workflows can be established.
Artificial Intelligence is different. AI can provide capabilities such as natural-language understanding, pattern recognition, prediction, classification, and generated responses. AI may enable or enhance automation, but the two concepts are not synonymous. A workflow can be automated without using AI.
Self-service allows customers to obtain information or fulfil certain requirements without direct analyst assistance, while self-logging is a narrower capability that allows customers to create their own incident or service-request records. Both can use automation, but neither represents the general definition given. SDA v9 treats AI and automation as related but distinct concepts, requiring analysts to recognise their applications, benefits, and challenges within service management. Accordingly, the phrase "performed with minimal human interaction" identifies Automation, making B the correct answer.
NEW QUESTION # 19
Which of these are common causes of stress in the workplace?
A) Personal life situations
B) Getting a promotion
C) Time management
D) Training and development
Answer: C
Explanation:
The correct combination is personal life situations, getting a promotion, and time management. Stress is not limited to negative events. Significant changes-including positive developments such as promotion-can introduce uncertainty, new responsibilities, increased workload, greater accountability, or unfamiliar expectations.
Personal circumstances can also affect an employee's ability to manage workplace pressure. Financial concerns, caring responsibilities, relationship difficulties, bereavement, or other life events may influence concentration and resilience even where the direct cause sits outside the workplace. Poor time management can create excessive workload pressure, missed deadlines, conflicting priorities, and a persistent sense of being unable to regain control.
Training and development, when appropriately planned and supported, are generally mechanisms for improving competence, confidence, career progression, and employee engagement rather than a primary common stress cause in the context of this question. SDA v9 explicitly addresses resilience and the ability to identify and manage positive and negative emotions and signs of stress. Therefore, A, B, and C form the intended combination.
NEW QUESTION # 20
A cause, or potential cause of one or more incidents, is also known as what?
Answer: C
Explanation:
A problem is a cause, or potential cause, of one or more incidents. Therefore, C is correct.
Incident Management and Problem Management have different purposes. An incident is an unplanned interruption to a service or reduction in service quality that requires restoration. Problem Management addresses underlying causes and potential causes of incidents so that their likelihood or impact can be reduced.
A known error is a problem that has been analysed sufficiently for relevant information-such as a cause or workaround-to be documented and managed. It is therefore not synonymous with every problem. An asset is any resource or capability that contributes value to products or services and is unrelated to this definition.
SDA v9 includes Problem Management as one of the core ITSM practices an analyst must understand. The distinction is important because analysts should not confuse restoration of an individual incident with investigation of its underlying cause. Problem Management reduces the likelihood and impact of incidents by identifying actual and potential causes and managing workarounds and known errors.
NEW QUESTION # 21
Which of the following statements about the Service Desk's and Management's roles in Continual Improvement is INCORRECT?
Answer: A
NEW QUESTION # 22
Which of the following statements about why Continual Improvement is important and what it does is INCORRECT?
Answer: D
Explanation:
Statement C is incorrect because resolving incidents as quickly as possible is primarily an Incident Management objective, not the defining purpose of Continual Improvement.
Continual Improvement takes a broader and longer-term perspective. Its purpose is to keep services, products, practices, and other service-management elements aligned with changing organisational and business needs through ongoing identification and implementation of improvements. These improvements can increase quality, efficiency, effectiveness, customer experience, and overall business alignment.
Incident Management, by contrast, responds to service interruption or degradation and aims to restore normal service as rapidly as appropriate while reducing adverse business impact. Information gained from incidents may subsequently become an input into improvement activity, but performing incident resolution itself does not define Continual Improvement. SDA v9 establishes IT Service Management practices and effective service operation as core analyst knowledge, requiring analysts to distinguish the objectives of different practices rather than treating them as interchangeable.
NEW QUESTION # 23
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