SDI SD0-101 Exam Details & Actual Exam Questions
- Exam Code/Number: SD0-101
- Exam Name/Title: Service Desk Analyst Qualification
- Certification Provider: SDI
- Corresponding Certification: SDI-Certifications
- Exam Questions: 165
- Updated On: Aug,20 2026
- Certification Level: Associate
SDI Service Desk Analyst Qualification Exam Questions
(33 Up Votes)SDI SD0-101 Exam Overview:
| Certification Vendor: | Service Desk Institute (SDI) |
| Exam Name: | SDI Service Desk Analyst Qualification Exam (SD0-101) |
| Exam Number: | SD0-101 |
| Exam Duration: | 60 minutes |
| Related Certifications: | Service Desk Manager (SDM) Service Desk Team Leader (SDTL) |
| Real Exam Qty: | 60 |
| Exam Format: | Multiple Choice Questions (MCQ), Scenario-based questions |
| Available Languages: | English |
| Recommended Training: | SDI Service Desk Analyst Certification Training |
| Exam Registration: | Service Desk Institute Certification Information |
| Sample Questions: | SDI SD0-101 Sample Questions |
| Exam Way: | Online proctored or in-person exam delivery depending on training provider and region. |
| Pre Condition: | No formal prerequisites required; basic IT literacy and customer service experience recommended. |
| Official Syllabus URL: | https://www.servicedeskinstitute.com |
SDI SD0-101 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Desk Foundations | - Customer experience principles - Role of the Service Desk - Service Desk objectives and value delivery |
| Incident Management | - Incident logging and categorization - Incident lifecycle - Prioritization and escalation |
| Communication and Customer Service | - Handling difficult customers - Active listening techniques - Verbal and written communication skills |
| Service Desk Processes and Best Practices | - Tool usage and ticketing systems - SLA awareness and adherence - Knowledge management |
| IT Service Management Basics | - ITIL-aligned service concepts - Service lifecycle understanding |
0
0
0
10