HDI-SDA MCQs
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HDI-SDA Exam Questions
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Service Desk Analyst 2026
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Which of the following best describes the role of a Service Desk Analyst?
Managing network infrastructure
Writing software code
Providing technical support to end users
Analyzing financial data
What is the primary goal of an Incident Management process?
Restoring service as quickly as possible
Analyzing root causes of incidents
Identifying potential problems
Implementing software updates
Which of the following is NOT a recommended communication skill for a Service Desk Analyst?
Active listening
Empathy
Interrupting the customer
Clear and concise communication
What is the purpose of a Service Level Agreement (SLA)?
Defining the roles and responsibilities of a Service Desk Analyst
Documenting the agreed-upon level of service between IT and the business
Providing step-by-step instructions for resolving incidents
Identifying potential risks and threats
Which of the following is a key component of a Configuration Management Database (CMDB)?
Incident records
User account information
Hardware inventory
Software development plans
What is the first step in the Problem Management process?
Identifying the root cause of a problem
Implementing a temporary workaround
Assigning a priority to the problem
Logging the problem in the system
Which of the following is an example of a self-service support option?
Phone support
On-site technician visit
Knowledge base articles
Remote desktop assistance
What is the purpose of a Change Advisory Board (CAB)?
Approving all changes before they are implemented
Managing the Service Desk staff schedule
Investigating security incidents
Reviewing and assessing proposed changes
Which of the following is NOT a recommended method for managing customer expectations?
Providing accurate and realistic timeframes
Setting unrealistic goals to exceed expectations
Communicating potential delays in advance
Setting clear and achievable service level targets
What is the purpose of a Service Request Management process?
Managing customer complaints
Resolving incidents
Fulfilling user requests for service
Conducting system audits
Which of the following is a characteristic of a well-defined Service Level Agreement (SLA)?
Vague and ambiguous language
Lack of measurable targets
Specific and measurable targets
Subject to change without notice
What is the primary focus of Problem Management?
Preventing incidents from occurring
Resolving incidents quickly
Documenting known errors and workarounds
Investigating security breaches
Which of the following is a best practice for effective ticket handling?
Delaying ticket updates to maintain a backlog
Closing tickets without resolution to meet targets
Assigning tickets to the appropriate support group
Avoiding communication with end users
What is the purpose of a Known Error Database (KEDB)?
Tracking the status of open incidents
Identifying potential problems
Documenting solutions for recurring incidents
Performing routine system backups
Which of the following is an example of a proactive approach to problem management?
Waiting for incidents to occur before taking action
Reacting to incidents without analyzing root causes
Conducting regular trend analysis to identify underlying issues
Ignoring potential risks and threats
What is the purpose of a Service Desk's role in Change Management?
Approving all changes before implementation
Analyzing the financial impact of changes
Communicating changes to end users
Performing software testing
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