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| Section | Objectives |
|---|---|
| Topic 1: Service Management Practices | - Information Security Management - Change Enablement and Escalation - Service Request Management - Knowledge Management - Problem Management - Incident Management |
| Topic 2: Roles and Responsibilities | - Service Desk Purpose and Scope - Professional Standards and Ethics |
| Topic 3: Supported Technology and Tools | - Automation and AI in Service Management - Support Channels and Self-Service |
| Topic 4: Customer and Employee Experience | - Customer Experience (CX) and XLAs - Quality Assurance and Metrics - Feedback Management - Employee Experience and DEIB |
| Topic 5: Analyst Skills | - Resilience and Emotional Awareness - Communication Skills
|
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질문 # 38
Which of the following is NOT an example of how AI can support the Service Desk?
정답：B
설명：
Increased manual effort is not an intended benefit of applying AI to the Service Desk. One of the primary reasons organisations introduce AI-enabled capabilities is to reduce repetitive manual work and enable analysts to focus on activities requiring judgement, empathy, complex troubleshooting, or specialist expertise.
AI can support faster resolution through intelligent routing, knowledge recommendations, automated summarisation, conversational assistance, and more rapid identification of relevant information. Predictive insights can help identify emerging patterns, recurring incidents, or potential disruptions before they become more significant. Machine-learning capabilities may also improve over time as suitable data and feedback are incorporated, supporting the idea of continuous learning.
SDA v9 specifically requires candidates to understand common examples, benefits, and challenges of AI and automation. Reduced workload, greater efficiency, improved consistency, and better customer experience are central objectives of these technologies. AI must still be governed and monitored appropriately, but deliberately increasing avoidable manual workload would contradict its operational purpose. Therefore, D is correct.
질문 # 39
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
정답：A
설명：
Statements 1, 3, and 4 reflect good Knowledge Management practice.
Analysts should retain useful notes about effective fixes so that proven solutions can be reviewed, validated, and contributed to the knowledge base. Knowledge content should also be written clearly and simply, avoiding unnecessary technical jargon where the intended audience may not understand it. Most importantly, content should be designed from the customer's or user's perspective so that it supports real tasks and common support needs.
Statement 2 is incorrect because knowledge should not automatically be restricted to internal use. Some knowledge must remain internal for security, technical, or operational reasons, but suitable content should be exposed through customer-facing knowledge bases and self-service where this improves support outcomes.
Knowledge Management is one of the specific ITSM practices included in SDA v9. It sits alongside Incident Management, Problem Management, Service Request Management, and Information Security Management as core analyst knowledge. Knowledge-enabled self-service can reduce avoidable demand and improve customer experience. Therefore, the correct combination is 1, 3, and 4.
질문 # 40
Why are Voice of the Customer (VoC) initiatives a necessary element of a CX program?
정답：C
설명：
Voice of the Customer initiatives provide direct customer evidence about the experience being delivered, making B the correct answer.
Operational measures can show whether a service met response times, resolution targets, availability levels, or other technical objectives. However, those measures cannot independently establish how customers perceived the service or whether the interaction created unnecessary friction. VoC mechanisms capture customer perspectives and allow the organisation to identify expectations, pain points, satisfaction drivers, and opportunities for improvement.
VoC does not eliminate perception measurement; it is itself a major mechanism for understanding perception. It is not concerned solely with operational efficiency, and it does not replace appropriate customer-experience training. Instead, VoC complements performance information by introducing the customer's perspective into decisions.
SDA v9 places greater emphasis on customer experience, Voice of the Customer, outcome-based measurement, and proactive customer engagement. Modern service management must move beyond operational dashboards and understand whether services actually work for the people relying on them. Accordingly, VoC is essential because a CX programme needs evidence from customers themselves rather than relying exclusively on internal performance assumptions.
질문 # 41
Which of these is a benefit of active listening?
정답：A
설명：
Active listening helps establish the credibility of both the analyst and the Service Desk, making D the correct answer. Active listening involves concentrating on what the customer is communicating, checking understanding, responding appropriately, and demonstrating that the customer's information and concerns are being taken seriously.
Credibility develops because customers are more likely to trust an analyst who accurately understands their situation and avoids unnecessary repetition or assumptions. Effective listening also supports better diagnosis, improves understanding of customer needs, reduces misunderstanding, and helps the analyst identify emotional cues that may affect the interaction.
The other answers use absolute or misleading claims. Active listening cannot guarantee customer satisfaction because satisfaction is influenced by many factors. It can optimise an interaction, but it does not necessarily minimise every call's duration; appropriate investigation may require additional time. Nor does active listening mean that a customer's emotional condition remains unchanged. In fact, appropriate listening and empathy can positively influence that emotional state. SDA v9 specifically includes communication skills and the benefits of active listening.
질문 # 42
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
정답：B
설명：
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.
질문 # 43
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