HDI-SDA : Service Desk Analyst (SDA) 2025 Exam

HDI-SDA Dumps
HDI-SDA Braindumps HDI-SDA Real Questions HDI-SDA Practice Test
HDI-SDA Actual Questions
killexams.com
SDI
HDI-SDA
Service Desk Analyst 2025
https://killexams.com/pass4sure/exam-detail/HDI-SDA
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

User: Timofey***** When I was preparing for my hdi-sda exam, I had difficulty finding suitable exam materials. I discovered Killexams.com while searching for quality certification practice tests and was impressed with the variety of resources available on the site. I subscribed and used their study materials to prepare for the exam. With their help, I was able to pass with flying colors, and I am grateful to Killexams.com for their assistance.

User: Simon***** Killexams.com offers the best IT exam prep I have ever come across. I am days away from my hdi-sda exam, and I feel very prepared and reassured, especially after reading all the positive reviews here. The exam simulator is very beneficial, with easy-to-remember practice questions and answers. If you keep practicing with them, you begin to see a bigger picture and understand the concepts better. So far, I have had a fantastic experience with Killexams!

User: Luciano***** I needed an e-book that could provide questions and answers for the HDI-SDA exam, and I found exactly what I required on Killexams.com. The platform was responsible for my success, and I am grateful to them for providing such a tremendous resource. I had attempted the HDI-SDA exam for three consecutive years, but could not reach the passing marks. However, with Killexams.com, I finally understood my knowledge gaps and passed the exam with flying colors.

User: Atharv***** Having only one week to prepare for the HDI-SDA exam, I relied on the Questions and Answers provided by killexams.com for quick reference. The concise responses were systematically arranged and proved to be a great exam solution when time was limited. I am grateful to the team at killexams.com for their excellent work.

User: Youssef***** I would like to express my deepest gratitude to Killexams.com for being there for me. Thanks to their help, I am now HDI-SDA certified, and I passed my certification exam with flying colors.

---