Pass4sure SD0-101 Service Desk Analyst Qualification exam Exam Cram

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Exam Code: SD0-101 Practice exam 2023 by Killexams.com team
SD0-101 Service Desk Analyst Qualification 2023

Test Details:
- exam Name: SDI SD0-101 Service Desk Analyst Qualification
- exam Format: Multiple-choice questions
- exam Duration: 60 minutes
- Passing Score: 70%
- Prerequisites: None
- Certification Validity: Lifetime

Course Outline: SDI SD0-101 Service Desk Analyst Qualification

I. Introduction to Service Desk
A. Role and responsibilities of a service desk analyst
B. Service desk processes and best practices
C. Customer service skills and communication techniques

II. Service Desk Operations
A. Incident management and ticket handling
B. Problem management and escalation procedures
C. Change management and release processes

III. IT Service Management (ITSM) Frameworks
A. ITIL (Information Technology Infrastructure Library)
B. COBIT (Control Objectives for Information and Related Technologies)
C. ISO/IEC 20000 (IT Service Management Standard)

IV. Service Desk Tools and Technologies
A. Service desk software and ticketing systems
B. Remote support tools and technologies
C. Knowledge management and self-service portals

V. Customer Relationship Management (CRM)
A. Customer satisfaction measurement and feedback
B. Handling difficult customers and challenging situations
C. Continuous improvement and service excellence

VI. Service Desk Metrics and Reporting
A. Key performance indicators (KPIs) for service desk
B. SLA (Service Level Agreement) management and reporting
C. Performance analysis and improvement strategies

Exam Objectives:
- Understand the role and responsibilities of a service desk analyst
- Apply service desk processes and best practices
- Demonstrate customer service skills and effective communication techniques
- Familiarize with ITSM frameworks, including ITIL, COBIT, and ISO/IEC 20000
- Utilize service desk tools and technologies effectively
- Manage customer relationships and handle challenging situations
- Measure and report service desk performance using metrics and KPIs

Syllabus:
The syllabus for the SDI SD0-101 Service Desk Analyst Qualification course will cover the following topics:
- Introduction to Service Desk
- Service Desk Operations
- IT Service Management (ITSM) Frameworks
- Service Desk Tools and Technologies
- Customer Relationship Management (CRM)
- Service Desk Metrics and Reporting
Service Desk Analyst Qualification 2023
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Aldrees renews qualification certificate for fuel stations, service centers

Logo of Aldrees Petroleum & Transport Services Co.


Aldrees Petroleum & Transport Services Co. (Aldrees) received today, August 3, the renewal of qualification certificate for managing, operating and maintenance of fuel stations and service centers, issued by the Ministry of Energy, according to a statement to Tadawul.

 

The renewal was issued for one year, ending on Aug. 2, 2024. 

 

Aldrees also indicated that the qualification certificate will enable it to continue managing, operating and maintaining fuel stations and service centers, in addition to being able to expand with more service stations. 

 

The related financial impact will be reflected upon acquiring new sites in the future, said the company, adding that it will announce any significant developments duly.

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Part I

Part II

Admission

1. Admission to the Certificate in Arts requires that the candidate will meet the University admission requirements as specified.

Qualification requirements

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(a) at least 45 credits from the Schedule to the Certificate; and including:

(b) attending contact courses, block courses, field trips, studios, workshops, tutorials and laboratories as required.

Specialisations

3. The Certificate in Arts is awarded without specialisation.

Completion requirements

4. Any timeframes for completion as outlined in the General Regulations for Undergraduate Degrees, Undergraduate Diplomas, Undergraduate Certificates, Graduate Diplomas and Graduate Certificates will apply.

5. Candidates may be graduated when they meet the Admission, Qualification and Academic requirements within the prescribed timeframes.

Unsatisfactory academic progress

6. The general Unsatisfactory Academic Progress regulations will apply.

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