SDI Cheat Sheet 2026

The 30 highest-yield SDI facts, distilled from real exam questions. Print it, save it as a PDF, or study it here — free, no sign-up.

1. What is the function of a 'service catalog' in an ITSM self-service portal? → A structured menu of available IT services that users can browse and request
2. How should customer complaints be handled? → Acknowledge the complaint, offer a solution, and follow up to ensure satisfaction.
3. What role does the ITIL Service Design stage play in service management? → To design IT services that meet business requirements and are scalable and cost-effective.
4. What is a 'Known Error' in the context of problem management? → A problem that has a documented root cause and an identified workaround or fix
5. A customer says they were told by a previous analyst that a fix would take one hour, but it has now been three hours. How should the current analyst respond? → Apologize for the delay, acknowledge the expectation set, and provide a realistic update
6. In SDI practice, what is a needs assessment? → A systematic process to identify gaps between current conditions and desired outcomes
7. How can incident management contribute to overall IT service improvement? → It helps identify and address recurring problems, improving IT service stability.
8. A company wants to allow users to reset their own passwords without contacting the service desk. Which technology solution should be implemented? → Self-Service Password Reset (SSPR) portal
9. In SDI practice, what is the purpose of a standard operating procedure (SOP)? → To document step-by-step instructions for routine tasks to ensure consistency and quality
10. What security technology is most commonly used to verify the identity of remote service desk users before granting system access? → Multi-Factor Authentication (MFA)
11. What is the primary purpose of a knowledge management system (KMS) within a service desk environment? → To capture, store, and share knowledge to improve efficiency and reduce repeat incidents
12. Which of the following best describes a 'Known Error' in the context of knowledge management? → A problem that has been analyzed and for which a root cause and workaround are documented
13. Which technology standard is commonly used by ITSM tools to enable single sign-on (SSO) across enterprise applications? → SAML (Security Assertion Markup Language)
14. In SDI practice, what is the purpose of a standard operating procedure (SOP)? → To document step-by-step instructions for routine tasks to ensure consistency and quality
15. What is the significance of categorizing incidents in problem-solving? → To prioritize incidents, ensuring quick resolution of high-priority issues.
16. Which type of monitoring tool proactively detects IT infrastructure issues before users are impacted? → IT infrastructure monitoring and alerting tool
17. Which metric is most useful for measuring the effectiveness of a service desk knowledge base from the perspective of cost savings? → Cost per ticket deflected through self-service resolution
18. Which body in ITIL is typically responsible for reviewing and authorizing significant changes to IT services? → Change Advisory Board (CAB)
19. A customer calls in an agitated state and begins speaking very rapidly. What is the BEST initial technique to help de-escalate the situation? → Speak slowly and calmly to model a composed tone
20. Which feature of a modern ITSM tool allows technicians to visually map the steps of an incident or service request workflow? → Workflow or process designer
21. What is the main advantage of using a cloud-based ITSM platform over an on-premise solution? → Cloud ITSM offers faster deployment, scalability, and lower upfront hardware costs
22. Which SDI best practice standard emphasizes the importance of knowledge management as a pillar of service desk maturity? → SDI Global Best Practice Standard for Service Desk
23. An SLA states that Priority 1 incidents must be resolved within 4 hours. After 3.5 hours, the incident is still open. What action should the service desk take? → Trigger an SLA breach warning and escalate immediately to management
24. A 'standard change' in ITIL is best described as: → A pre-authorized, low-risk change following an established procedure
25. What is the first step when a user contacts the service desk? → Log the issue with all relevant details to track and address it properly.
26. In SDI practice, what is a corrective action plan? → A documented strategy to address identified compliance deficiencies and prevent recurrence
27. Why is it important to categorize incidents in service desk management? → To prioritize and route incidents effectively, ensuring quick resolution.
28. In ITIL 4, which practice ensures that suppliers and their performance are managed to support seamless service delivery? → Supplier Management
29. What is incident management in service desk operations? → To resolve incidents quickly, minimizing disruptions to users and services.
30. Why is performance measurement important in service desk management? → It helps measure and improve the service desk’s performance and efficiency.