SDA 무료 덤프문제 온라인 액세스

What of the following are elements required for writing professional business communications?
1. Including a copy to your entire team in the communication
2. Writing clearly and concisely
3. Taking the time to proof read the communication
4. Using punctuation correctly

• A.2, 3 and 4
• B.1, 3 and 4
• C.1, 2 and 4
• D.1, 2 and 3

Which option describes a disadvantage of self-service technology?

• A.Allows Service Desk staff to focus on more complex issues
• B.It is easy to update
• C.Customers prefer contact with a human
• D.The service is more personalized

What action could an analyst undertake to protect the image of the Service Desk?

• A.Take ownership of Service Desk interactions for important customers
• B.Tell the customer that the issue was caused by another team
• C.Give customers accurate and relevant information only when asked
• D.Keep customers advised of the steps being taken to resolve their issues

Which of the below statements are examples of AI in an ITSM environment?

• A.Chatbots that communicate with users in natural language, automated incident classification based on past resolution data, and predictive analysis to anticipate service disruptions
• B.Request fulfilment through a self-service portal using predefined catalog items, approval chains, and standard operating procedures
• C.Incident management workflows that follow predefined escalation paths, priority matrices based on impact and urgency, and analyst-driven root cause logging
• D.Problem management reviews using historical incident reports, trend analysis conducted by service owners, and scheduled continual improvement meetings

What are you demonstrating when you are on the phone and speaking with assurance, using positive language and a positive tone of voice?

• A.Responsibility
• B.Empathy
• C.Confidence
• D.Assertiveness