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: William***** When I realized that I needed to pass my hdi-sda exam, I knew that I needed help to achieve my goal. Fortunately, a friend recommended Killexams.com to me, and it turned out to be a real boon. The study material provided by Killexams.com helped me regain the intelligence that I had lost for a while, and I was able to pass my hdi-sda exam with an amazing 88%.

User: Monja***** Before discovering Killexams.com, I was unsure about online exam prep. Their structured practice tests and precise materials led me to success. I cannot thank them enough for their assistance.

User: Tashia***** Concise HDI-SDA Q&A made learning effortless. I scored 87% and highly recommend their coaching for anyone preparing for this exam.

User: Platon***** hdi-sda exam materials were top-notch, with high-quality questions that mirrored the actual test. I passed with ease and recommend their focused prep resources to anyone looking to add the hdi-sda certification to their resume.

User: Benjamin***** I recently passed the service desk analyst (sda) 2025 exam with 88% marks, thanks to Killexams.com Questions and Answers and their Exam Simulator. The exam was difficult, but this unit made it much easier for me. Their exam simulator was especially helpful, and I appreciated the format of their questions and answer tests, as it allowed me to learn effectively.

---