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SD0-101 Exam Questions & Answers
Service Desk Analyst Qualification • SDI
165 Questions
90 min
Updated Sep 2026
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Sample SD0-101 Questions
Practice with real exam-style questions, each with the verified correct answer and explanation.
Q1
MultipleChoice
A difficult call is taking some time and the user is angry and frustrated. How can you best keep
theuser focussed on the resolution?
Correct Answer: A
Q2
MultipleChoice
Which these options would NOT be a responsibility of the Service Desk?
Correct Answer: D
Q3
MultipleChoice
Which of these options best describes the requirements for successful negotiation?
Correct Answer: A
Q4
MultipleChoice
Which of these is NOT a valid option for sourcing?
Correct Answer: D
Q5
MultipleChoice
Which option is a common form of call monitoring in a Service Desk?
Correct Answer: D
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Unlock All SD0-101 QuestionsFrequently Asked Questions
The SD0-101 is the Service Desk Analyst Qualification exam offered by SDI (Service Desk Institute). It validates the knowledge and skills required to work effectively as a service desk analyst in IT support environments.
The exam covers key service desk concepts including incident management, request fulfillment, problem management, change management, and customer service principles. It also includes knowledge of ITIL foundations and best practices in IT service delivery.
The SD0-101 exam typically consists of 40 multiple-choice questions that must be completed within 60 minutes. A passing score is generally 26 out of 40 questions (65%).
There are no strict formal prerequisites for the SD0-101, making it an entry-level certification. However, candidates should have basic understanding of IT service desk operations and ideally some practical experience in customer support or IT service environments.
Preparation typically involves studying official SDI study materials, taking practice exams, and reviewing ITIL foundations and service desk best practices. Many candidates also benefit from instructor-led training courses and hands-on experience in service desk roles before attempting the exam.