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Service Desk Analyst Qualification exam (SD0-101) is a certification exam designed to test the knowledge and skills required for an individual to succeed in a service desk role. This exam is offered by the Service Desk Institute (SDI) and is recognized globally in the IT service management industry.
Exam Objectives:
The SD0-101 exam covers the following topics:
- Service Desk Operations
- IT Service Management Foundation
- Service Desk Roles and Responsibilities
- Communication Skills
- Customer Service Skills
- Problem-Solving and Troubleshooting Skills
The exam aims to assess the candidate's understanding of these topics and their ability to apply them in a service desk environment.
Exam Details:
The SD0-101 exam consists of 60 multiple-choice questions, and candidates have 60 minutes to complete the exam. The passing score for the exam is 65%. The exam can be taken online or at an approved testing center. The cost of the exam may vary depending on the location and delivery method, but it typically ranges from $250 to $350.
The SD0-101 exam is ideal for individuals who are seeking to enter the service desk industry or those who are currently working in a service desk role and looking to improve their skills and knowledge. There are no formal prerequisites for taking the exam, but candidates are recommended to have some prior experience in a service desk environment or IT service management.
Related Books:
There are several books that can help candidates prepare for the SD0-101 exam:
- "Introduction to ITIL 4" by AXELOS
- "IT Service Management: A Guide for ITIL Foundation Exam Candidates" by Ernest Brewster
- "Service Desk and Incident Manager: Careers in IT Service Management" by Peter Wheatcroft
- "Service Desk 100 Success Secrets - 100 Most Asked Questions: The Missing ITIL, Help Desk Software, Problem Resolution and IT Support Introduction Guide" by Gerard Blokdijk
These books cover the different topics that are included in the SD0-101 exam and provide candidates with valuable insights and knowledge that can help them succeed in the exam.
Passing the SD0-101 exam requires dedication, hard work, and a solid understanding of the topics covered in the exam. Candidates should prepare well for the exam by studying the exam objectives, reviewing the recommended reading materials, and practicing their problem-solving and troubleshooting skills.
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