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QQ0-401 SDI-Service Desk Foundation Qualification exam Questions |

QQ0-401 exam Questions - SDI-Service Desk Foundation Qualification Updated: 2023

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Exam Code: QQ0-401 SDI-Service Desk Foundation Qualification exam Questions November 2023 by team

QQ0-401 SDI-Service Desk Foundation Qualification

EXAM NAME: SDI-Service Desk Foundation Qualification

The Service Desk Institute (SDI) has been connecting service desk professionals across the world since 1988 and is the leading global community for everyone working in the service desk industry. Our mission is to inspire service desks and support teams to be brilliant.

Domain 1: Professionalism and Roles

Module 1: Service Desk

Purpose of the Service Desk
Activities of the Service Desk that Demonstrate its Values
Role of Service Desk Leadership and Management
Module 2: Service Desk Analyst

Role of the Service Desk Analyst
Responsibilities of the Service Desk Analyst
Module 3: Best Practice

Sources of Service Desk and IT Methodologies and Best Practice
Maintain Knowledge of IT Standards, Frameworks, and Methodologies
Module 4: Policies and Governance
Purpose of Organisational Policies
Areas Covered by Organisational Policies
Module 5: Personal Accountability

Importance of Making and Honouring Commitments
How to Protect and Enhance the Image of the Service Desk?
Module 6: Service Attitude

Explain the Terms: Attributes, Skills and Knowledge
Characteristics of a Good Service Attitude
Impact of a Good Service Attitude
Skills Required to Deliver Excellent Customer Service
Module 7: Teamwork

Basic Concepts of Teamwork
Responsibilities of People Working in a Team Environment
Benefits of Teamwork
Characteristics of an Effective Team
Features Found in a Supportive Workplace
Module 8: Business Relationships

Behaviours for Establishing Effective Relationships with Customers
Module 9: Cultural Awareness

Demonstrate Sensitivity and Respect for Other Cultures
Practice Techniques for Communicating Cross-Culturally
Domain 2: Analyst Skills

Module 10: Communication

Describe Ways People Communicate
Difference Between Formal and Informal Communications
Barriers to Effective Communication
Module 11: Verbal and Non-Verbal Communication Skill

Principles of Good Verbal skills
Principles of Good Non-Verbal Communication Skills
Module 12: Listening Skills

Principles of Active Listening
Paraphrasing and its Significance
Advantages of Active Listening
Barriers to listening and Understanding
Module 13: Written Communication

Using Correct Grammar and Spelling is Essential in Documentation and Written Communications
Components Needed for Writing Professional Business Communications and Documentation
Module 14: Questioning Skills

Difference Between Open and Closed Questioning
Structured Questioning Technique
Module 15: Problem Solving

Skills Needed for Effective Problem Solving
Steps in a Typical Problem-Solving Technique
Module 16: Rapport Techniques

Emotional Intelligence
Elements of Emotional Intelligence
Benefits of Emotional Intelligence
Common Customer Emotions or Actions that an Analyst Requires to Manage
Methods for Acknowledging the Customer’s
Techniques for Dealing with Negative Reactions from Customers
Module 17: Conflict and Negotiation Skills

Signs that Conflict is Developing
Appropriate Actions to Reduce and Eliminate Conflict
Define the Negotiation
Elements of Negotiation
Module 18: Interaction Management Skills

Benefits of Professionally Managing Interactions
Benefits of Using a Standard Greeting
Actions for Managing and Redirecting Issues Related to Unsupported Items
Behaviours and Situations to Avoid When Interacting with Customers
How to Manage an Abusive Customer?
How to Manage an Angry Customer?
How to Manage an Inconvenienced Customer?
How to Manage an Over talkative Customer?
How to Manage an Emotionally Distressed Customer?
How to Manage a Customer that is Reluctant to End an Interaction?
How to Professionally Disengage from a Support Interaction?
Module 19: Resilience

Importance of Emotional Resilience
Common Causes of Stress
Signs of Positive Stress
Signs of Negative Stress
Describe the responsibility we have to Manage Stress for Ourselves and our Colleagues
Actions that Reduce Stress
Module 20: Time Management

What Multitasking Means in a Support Environment?
Techniques to Boost Time Management
Benefits of Effective Time Management
Module 21: Positive Approach and Attitude

Differences Between Aggressive, Assertive and Passive Behaviour
Importance of Demonstrating Confidence
How Confidence is Demonstrated?
Module 22: Professional Development

Methods for Enhancing Personal Professional Development
Domain 3: Practices, Processes and Procedures

Module 23: Practices, Processes and Procedures

Practice, Process, and Procedure Management
Importance of Documenting Practices, Processes, and Procedures
Module 24: Incident Management

Purpose of Incident Management
Objectives of Incident Management
Principal Activities that the Service Desk Analyst Performs in Incident Management
Benefits of Effective Incident Management
Common Measures of Success for Incident Management
Module 25: Service Request Management

Purpose of Service Request Management
Service Request
Objectives of Service Request Management
Common Measures of Success for Service Request Management
Module 26: Recording Incidents and Requests

Primary Reasons for Recording Incidents and Requests
Procedure for, Information Required, to Raise an Incident or Service Request
Determine the Priority of an Incident or Service Request
Steps Required to Resolve an Incident or Service Request
Module 27: Explain the Two Types of Escalation

Two Types of Escalation
Circumstances in which Escalation is Suitable
Module 28: Status Updates

Importance of Status Updates
Information to Provide in a Status Update
Module 29: Problem Management

Purpose of Problem Management
Reactive and Proactive Problem Management
Objectives of Problem Management
Service Desk’s Responsibilities in Problem Management:
Three Phases of Problem Management
Primary Activities of Problem Management
Common Measures of Success for Problem Management
Module 30: Change Enablement

Purpose of Change Enablement
Describe a Change
Types of Change
Objectives of Change Enablement
Service Desk’s Responsibilities in Change Enablement
Activities in Change Enablement
Common Measures of Success for Change Enablement
Module 31: Service Level Management

Purpose of a Service Level Management
Objectives of Service Level Management
Service Level Agreement
Typical Content of a Service Level Agreement that is Relevant to the Service Desk (SLA)
Module 32: Service Catalogue Management

Purpose of Service Catalogue Management
Service Catalogue
Objectives of Service Catalogue Management
Necessary Components of an Entry in the Service Catalogue
Module 33: Service Delivery Model

Different Kinds of Sourcing Methodologies and Models Available for Delivering IT Services
Module 34: Knowledge Management

Purpose Knowledge Management
Objective of Knowledge Management
Why Knowledge Management is Important to the Service Des
Why it is Essential to Maintain Knowledge?
Common Measures of Success for Knowledge Management
Module 34: Information Security Management

Purpose of Information Security Management
Objective of Information Security Management
Importance of Information Security Policies
Service Desk’s Responsibilities in Information Security Management
Potential Security Threats to the Organisation that Might Occur through the Service Desk
Types of Security Policies
Importance of Reporting Security Compromises
Importance of Legal Compliance
Importance of Software License Management
Importance of Confidentiality
Module 35: Service Continuity Management

Purpose and Responsibility of the Service Continuity Management
Purpose of a Service Continuity Plan
Components of a Service Continuity Plan
Module 36: Quality Assurance Program

Purpose of a Quality Assurance (QA) Program
Objectives of a Quality Assurance (QA) Program
Common QA Practices used by a Service Desk
Methods for Monitoring Calls and Other Interactions
What is Meant by Incident and Service Request Monitoring
Methods for Monitoring Incidents and Service Requests
Benefits of Interaction, Incident, and Service Request Monitoring
Module 37: Managing Customer Feedback

Purpose Managing Customer Feedback
Objectives of Managing Customer Feedback
Common Sources of Customer Feedback
Components of Managing Customer Feedback
Three Most Common Types of Surveys and the Importance of Each Type
Module 38: Service Desk Metrics and Statistics

Reason for Compiling Service Desk Metrics
Common Service Desk Metrics
Domain 4: Resources

Module 39: Support Methods

Methods Used for Delivering Service and Support
Purpose of Using IT Service Management Systems in a Service Desk Environment
Primary Objectives of Using IT Service Management Tools
Benefits of Remote Support
Common Disadvantages of Using Remote Support Tools
Benefits of Using Live Chat and Collaboration Tools
Commons Risks of Using Live Chat and Collaboration Tools
Describe Automatic Call Distribution (ACD)
Common Automatic Call Distribution (ACD) Features
Module 40: Self-Service

Describe Self-Service
Benefits of Self-Service
Risks of Self-Service
Common Examples of Self-Service
Module 41: Automation

Describe Automation
Examples of Automation
Module 42: Artificial Intelligence (AI)

Describe AI
Common Examples of AI
Benefits of AI
Challenges of AI
Module 43: Social Media
SDI-Service Desk Foundation Qualification
HDI Qualification exam Questions

Other HDI exams

HD0-200 HDI Qualified Help Desk Senior Analyst
HD0-400 HDI Qualified Customer Support Specialist
QQ0-401 SDI-Service Desk Foundation Qualification is the number one choice amongst IT professionals, especially the ones who are looking to climb up the hierarchy ranges faster of their respective corporations. Our QQ0-401 braindumps contains real exam questions and practice test. It is absolutely valid QQ0-401 dumps questions that we provide you to memorize and pass the exam.
SDI-Service Desk Foundation Qualification
Question: 107
What is one of the differences between open and closed questions?
A. Closed questions are used to receive short responses, and open questions to
encourage conversation.
B. Closed questions seek elaboration, and open questions seek confirmation.
C. Open questions are scripted, and closed questions are made up on the spot.
D. There is no difference between open and closed questions.
Answer: A
Question: 108
What is the best description of knowledge management?
A. Knowledge management is capturing and reusing an organisation information.
B. Knowledge management is creating a graph or chart of known problems.
C. Knowledge management is a system for storing and reusing information.
D. Knowledge management is organising the Service Desk e-mail archives.
Answer: A
Question: 109
What is the best reason for documenting processes and procedures?
A. Documenting processes and procedures enforces workplace culture.
B. Documenting processes and procedures ensures consistent service.
C. Documenting processes and procedures keeps you occupied during down time.
D. Documenting processes and procedures prevents customers from asking for
special treatment.
Answer: B
Question: 110
What is the best reason for using proper grammar and spelling when documenting
A. Management may read the documentation.
B. Using proper grammar and spelling improves your confidence.
C. You and your team are judged on the quality of your documentation.
D. Your team mates will laugh at you if your spelling is poor.
Answer: C
Question: 111
What is a best practice for effective cross-cultural communication?
A. Ask open questions.
B. Increase the pace of the call.
C. Repeat everything that the customer says.
D. Use proper language expressions.
Answer: D
Question: 112
What is the benefit of good teamwork to an organisation?
A. Better employees with more skills.
B. Enhanced career opportunities across the organisation.
C. Improved overall quality of service provided.
D. Increased capability for technical support and delivery.
Answer: C
Question: 113
Which statement best describes your role in the Incident Management process?
A. Conduct customer satisfaction surveys for each Incident.
B. Escalate all Incidents to other groups.
C. Log and document all Incidents.
D. Resolve each Incident to the customer satisfaction.
Answer: C
Question: 114
Which is the most important consideration when setting the priority of an
A. The availability of a workaround.
B. The complexity of the Incident.
C. The customer urgency for resolution.
D. The location of the customer with the Incident.
Answer: A
Question: 115
Some of your customers speak different languages to your own. What is a best
practice for communicating effectively when helping these customers?
A. Set up a video link so you can gesture.
B. Speak louder and slower for clarification.
C. Moderate the pace of the call.
D. Use slang to put the customer at ease.
Answer: C
Question: 116
What is the most important reason for using customer satisfaction surveys?
A. Customer satisfaction surveys are a useful source for marketing statistics.
B. Customer satisfaction surveys are required by the service level agreement.
C. Customer satisfaction surveys identify whether customer expectations are
being met.
D. Customer satisfaction surveys provide management with data required to
create a schedule for the Service Desk.
Answer: C
Question: 117
What is a best practice for dealing with stress?
A. Keep your frustration hidden.
B. Stay home from work.
C. Take deep breaths.
D. Take your frustration out on your partner.
Answer: C
Question: 118
Which type of customer satisfaction survey is planned and scheduled on a
periodic basis?
A. Annual surveys.
B. Ongoing surveys.
C. Onetime surveys.
D. Product surveys.
Answer: A
Question: 119
What is the best way of using silent time effectively?
A. Build a rapport with your customer.
B. Check your e-mail.
C. Identify the best time for your break.
D. Write an e-mail to a colleague.
Answer: A
Question: 120
Which process is concerned with the analysis of Incidents in order to identify the
root cause and to eliminate the Problem?
A. Call management.
B. Incident management.
C. Knowledge management.
D. Problem management.
Answer: D
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HDI Qualification exam Questions - BingNews Search results HDI Qualification exam Questions - BingNews TISSNET Question Papers Update on:

TISSNET Question Paper: Candidates vying for admission in the Tata Institute of Social Sciences can practice for the entrance exam by solving previous year question papers of TISSNET. The TISSNET previous year question papers will help the candidates to get familiar with the exam pattern. Additionally, the previous year question paper of TISSNET will help the candidates how the questions are structuredand also them tocomprehend the difficulty level of questions which will be asked in the entrance exam. The Tata Institute of Social Science National Entrance Test (MAT) is conducted for screening of candidates into the HRM programme offered by the institute across its various campuses. As one of the most sought after entrances in the country, it witnesses an intense competition and thus, TISSNET previous year question papers will help the candidates to score better and Boost their chances of qualifying in the exam along with improving your chances of securing admissions. Aspirants can read below to know about the entrance test including exam pattern, question paper pattern and get previous year question papers of TISSNET.

TISSNET exam Pattern 2021

The TISSNET exam pattern will help candidates know about the exam duration, marking scheme, mode of exam, etc. Knowing the exam pattern of TISSNET 2021 will help the candidates to formulate their preparation strategy accordingly and practice from the previous year question papers keeping the same in mind. TISSNET exam pattern does not included negative marking for incorrect answers or unattempted questions. Candidates can thus, use the exam pattern of TISSNET 2021 to their advantage to answer maximum number of questions in the entrance test. Details about the exam pattern of TISSNET have been provided below.

TISSNET 2021 exam Pattern



Mode of examination


Medium of examination


TISSNET exam Duration

100 minutes

Total Number of Questions


Question Type

Multiple Choice Questions

Total Marks


Marking scheme

+1 mark for every correct answer, No negative marking for incorrect answer/unanswered questions

TISSNET Question Paper Pattern 2021

The question paper pattern of TISSNET is prescribed by the conducting authority and it helps the aspirants understand the weightage of the various sections in the question paper. This will help the candidates devote their time to each of the sections accordingly. The previous year question papers of TISSNET will also highlight the TISSNET question paper pattern. Candidates can find details of the TISSNET 2021 question paper pattern below.


No. Of Questions


General Knowledge



English Proficiency



Analytical Ability and Logical Reasoning



TISSNET Previous Year Question Papers

Practising previous year question papers of TISSNET is an important part of the preparation strategy. Candidates who solve TISSNET previous year question papers will not only get to know about the exam pattern and level of difficulty, type of questions asked etc but will also provide them with a  qualitative review of their preparation. TISSNET 2021 will comprise questions from a number of topics. Practising TISSNET Question Papers will allow the candidates to make list of the syllabus that they are confident along with mapping out syllabus they would be required to work on. This will allow the candidates to finesse their preparation before the real exam. Candidates can find links to TISSNET question papers below from where they can get and practise the same free of cost.

Mon, 05 Oct 2020 00:30:00 -0500 text/html
Finra Exams

Series 79, also known as the Investment Banking Representative Exam, is a Representative-Level exam administered by FINRA. Anyone who passes the Series 79 exam is qualified to advise on and/or facilitate debt and equity offerings, mergers and acquisitions, tender offers, financial restructurings, asset sales, divestitures (or other corporate reorganizations), and business combination transactions.

Thu, 20 Apr 2023 00:03:00 -0500 en text/html
Exam Information

An exam proctor will begin studying exam instructions approximately 15 minutes before the exam start time. Students must be in the exam room with their exam at this time. If taking the exam on a laptop, it must be booted up and have passed the security check. Hand writers must not have a laptop with them in an exam room, unless otherwise allowed according to the professor’s instructions. A student entering the exam room after the proctor begins studying instructions will not receive additional time for booting up their laptop, passing the security check, and/or studying exam instructions.

When instructed by the proctor, write your exam number on the cover page of your exam, bluebooks, and any scratch paper you turn in as part of your exam. Handwritten exam answers must be written in blue books in blue or black ink. Number the bluebooks you use (1 of 1, 1 of 2, 2 of 2, etc.). Proctors will allow time to read the professor’s instructions. Other than counting the number of pages of the exam, students are not permitted to turn the page of an exam past the instructions page until the proctor instructs them to do so.

When taking a closed-book exam, no books, outlines, book bags, purses, or scratch paper (other than the scratch paper provided) may be at your seat during the exam. These items must be left outside of the exam room or in the front or sides of the exam room. Students may not begin to write anything, including on scratch paper, before the proctor begins a closed-book exam.

Students taking in-class exams are prohibited from having any electronic communication device, other than a laptop as allowed per the professor's instructions, during the exam. Cell phones and smart watches must be turned off during the exam and placed in a bag or backpack. Violations of this rule may be considered an Honor Code violation. A clock in each exam room will be the official timekeeper for the exam.

Non-alcoholic beverages are permitted in exam rooms; however, the container must have a lid.

After the exam instructions have been read and the exam begins, the proctor will remain in the room. Any student who has a question or problem during an exam should see the proctor.

Students may use the restroom or take a break during an exam. However, all exam materials must be left in the exam room and no additional time will be given. Students must sign in and out at the front of the room with the proctor.

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'Hardest' final year exam maths question ever stumps students - can you solve it?

Possibly the 'hardest' final year exam maths question ever has left many students stumped as they had to pull out all the stops to finish the exam paper on time - but can you answer it?

The students were left seriously baffled by the exam question (Stock Image)

You'd like to think that you could answer exam questions for school-age kids - but what about one that's been dubbed as the "hardest" ever? Students taking the most challenging Higher School Certificate (HSC) maths exam in Australia's New South Wales are meant to be stretched out of their comfort zone by the paper, but some students were left baffled beyond belief by the question they saw.

Speaking to The Sydney Morning Herald, 17-year-old Vivian Xu from James Ruse Agricultural High School said: "Questions 14 to 16 were harder than normal. I was super tight on time, and think I finished with two minutes left on the clock."

The question left people baffled

To solve the question you need geometry, advanced trigonometry and visual representations skills, making the exam question super tough. Miriam Lees, a consultant for the Mathematical Association of NSW, said questions 15 and 16 of the extension 2 paper are set to specifically challenge the best students.

Complex numbers "form the basis of a lot of our modern life", she said, including computing currents and voltages. But she admitted that she'd never seen an exam question quite as tricky as this one before.

The advanced maths paper came in for some criticism online, with one TikTok user saying it was "ridiculously hard." The pupil fumed: "NESA (NSW Education Standards Authority) what were you on when you wrote that?"

Another man took to Twitter to write: "Seriously … 51 years ago I got in the top decile for Maths Extension 2 … but I assure you the questions were nowhere near this level", reports the Daily Mail. Another student called for "jail" for whoever made the tough exam.

Someone online thought they'd figured it out, however, commenting: "As someone who enjoys mathematical puzzles, I thought this was an interesting question and combines a fairly wide range of maths skills. To solve it you need to use de Moivre's theorem with complex numbers, algebra, limits, and graphical representation. I got that x<0, y<0, and y>x." "It's too hard for me", another added. "The answer is not numbers. You have to sketch it", someone else suggested.

But have you managed to solve the tricky question? Let us know in the comments.

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Exam Procedures

Your exam invitation, or Notice to Schedule (NTS), email from Meazure Learning will have links for you to check your computer system. If you take your exam online, it is important to verify that your computer meets the minimum requirements and that you have reliable access to the Internet. An internet connection disruption will suspend the exam session. 

IMPORTANT: If taking the exam online, you must use a computer on which you have full admin access.


  • You must be alone in the room throughout the test
  • You are required to have a webcam installed on your exam workstation
  • PC computers are recommended; however MACs are also acceptable
  • Chromebooks, tablets, iPads, dual/multiple monitors, and projectors are not permitted to be used as a testing device
  • Your computer must meet the system and equipment requirements listed here

Additional Resources

  • Preview the Candidate Experience with ProctorU
  • Browse the ProctorU Resource Center 

​If you have computer system questions after following the instructions provided by Meazure Learning's schedule confirmation email, please contact Meazure Learning at +1 919-572-6880 or

Note: Meazure Learning, Scantron, and ProctorU are all one-and-the-same organization.

  • Your valid, government issued photo ID (e.g., driver's license, passport, state-issued ID card) 
  • The printed exam confirmation notice you received from Meazure Learning
  • No other items can be brought into the exam environment 
    • A calculator and any other necessary resource materials will be provided on the computer for those taking the exam electronically
    • No reference material will be allowed in any test room
    • Please note that storage space will be limited

For all CCST level exams, Units Conversion Tables will be provided to candidates in either paper format (paper/pencil exams) or accessible within the electronic test interface for reference during the exam. Click here to review the Units Conversion Tables.

It is important to be certain when selecting the method and time you want to take the exam. You may incur fees if you change the time and method of testing. Exams must be scheduled in advance as follows: 

  • Candidates in the United States and Canada: you must submit your scheduling request at least two calendar days prior to your desired exam date
  • Candidates in other countries: you must submit your scheduling request at least five calendar days prior to your desired exam date

If you are within your exam window or eligibility period, you may reschedule your exam appointment before the online and Exam Center reschedule cut-off times via the online exam scheduling system. If you are outside your exam window and want to request an extension, please contact

Changing from online exam to another online exam

There is no rescheduling fee. However, it must be changed no less than 24 hours prior to the scheduled appointment date and time.

Changing from online exam to Exam Center exam

There is no rescheduling fee. However, it must be changed at least 24 hours in advance of the scheduled appointment. Additionally, you must reschedule the new appointment no less than two calendar days in advance of the new appointment at a Meazure Learning test center.

Changing from Exam Center exam to another Exam Center exam

You will incur a rescheduling fee of 50 USD. Rescheduling fees are payable to Meazure Learning via a secure e-commerce site (credit card). The reschedule cut-off time is no later than two calendar days prior to the exam appointment. Additionally, if you are scheduling a new online exam appointment, it must be done no less than 24 hours prior to the new appointment date and time.

Reschedule Fees:

CAP Associate and CST Associate:
  • ISA members: 76 USD
  • Non-members: 95 USD
All other Certificate Programs:
  • ISA members: 120 USD
  • Non-members: 150 USD
CAP Certification Program:
  • ISA members: 108 USD 
  • Non-members: 135 USD
CCST Certificate Programs:
  • ISA members: 116 USD
  • Non-members: 145 USD

You can cancel an exam through Meazure Learning's online exam scheduling system.

  • Online exam appointments must be cancelled no less than 24 hours prior to the scheduled appointment date and time. There is no cancellation fee
  • Exam center appointments must be cancelled no less than two calendar days prior to the scheduled testing appointment. There is a cancellation fee of 50 USD payable to Meazure Learning via a secure e-commerce site (credit card)

You may retest as many times as needed, if you do not pass or if you miss your scheduled exam, within your exam window or eligibility period. However, there is a fee each time that is payable to ISA. If you need to retest or have missed your exam, you must submit a request to

If a candidate fails their exam, they may retest as many times as needed within their 12-month certification exam window or six-month certificate eligibility period. There is a fee each time retesting is needed. If a candidate does not pass the exam within the program exam deadline, the applicant must reapply for that certification or register again for the certificate course to sit for the exam.

If you fail to appear for a scheduled exam or arrive more than 15 minutes after the scheduled start time, you will be considered a no-show and forfeit your exam. However, you may retake a missed exam by paying a rescheduling fee to ISA if you are within your exam window or eligibility period. To request a rescheduled exam, email with your request. See exam procedures section #4, Rescheduling an Exam, for reschedule fee costs.

You may qualify for an exception if you meet certain conditions and submit documentation to Meazure Learning no later than five calendar days after the scheduled exam appointment. If the exception is approved, there will be a no-show exemption fee of 50 USD payable via secure e-commerce (credit card) and collected by Meazure Learning. Please contact Meazure Learning by phone at +1 919-572-6880 or email for more details.

All ISA certification exams are closed-book and have multiple choice questions.  We apply a modified Angoff Method to determine the pass point for each exam (learn more about the modified Angoff Method below). Our certification exams last between 3 and 4 hours and our certificate exams last two hours.

ISA does not provide a passing score; you are only notified whether you passed or failed. If you fail an exam, you will receive a score report that lists the domains and indicates the percentage of questions answered correctly within each domain. Note that the percentages are not used to calculate a candidate’s passing score.

You will see your exam results on the screen at the completion of the exam. You will also receive your exam results immediately via email from ( If you do not receive an email containing your results within 24 hours, please contact Meazure Learning by phone at +1 919-572-6880 or email for assistance. 

If you pass your exam, you will receive an email containing a digital badge from within one business day of completing the exam. To access, manage, and/or share your secure digital badge, use your email address and password to enter your BadgeCert portfolio. If it is the first time accessing your portfolio or if you have forgotten your password, click “Request new password?” on their login page to create your password. More information about using your digital badge can be found here.

Be advised that we update our databases and systems with the previous month’s exam data in the first part of the following month.  ISA will update your credential status on the “My Credentials” tab from your ISA account and in ISA's Credential Directory within the first ten (10) business days of the following month you took your exam.

Modified Angoff Method

The modified Angoff Method uses expert judgements to determine the difficulty level of the exam. The easier the exam, the higher the pass point. Likewise, the more difficult the exam, the lower the pass point. The following is a basic outline of the modified Angoff Method (some details have been omitted):

  • A group of subject matter experts (SMEs) independently rate each exam question within a given form of the exam. The ratings are defined as the probability, or likelihood, that an acceptably (minimally) competent person with the requisite education and experience will answer the question correctly. An acceptably (minimally) competent person is defined as someone who adequately performs all job functions safely and requires no further training to do so.
  • The SMEs review each exam question as a group. A statistical consensus is reached for the difficulty rating of each exam question.
  • After the data is refined, the final step is to calculate the mean, or average, of all the exam question ratings. This becomes the overall pass point estimation.
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Sample exam questions - atomic structure and the periodic table - AQA

Multiple choice questions appear throughout both exam papers, and at both foundation tier and higher tier. Multiple choice questions are usually asked as questions, often starting with 'what is...' or 'why...'.

You have three or four options to choose from in a multiple choice question. You must choose the number of options asked for in the question by placing ticks in boxes. Most multiple choice questions require just one tick, but a few ask for two ticks. You will not get a mark if you leave all the boxes blank, or if you put a tick in more than the required number of boxes.

Multiple choice questions often have two answers that could, at first glance, be correct. It is important to check all the answers before deciding which box to tick. It is also important to check that your chosen statement answers the question - some questions might include an option that is a correct statement, but that does not answer the question.

These questions have been written by Bitesize consultants as suggestions to the types of questions that may appear in an exam paper.

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Qualifying Exams (Joint Program Examinations)

All Ph.D. students must pass two Joint Program Examinations. One exam covers Mathematical Analysis (MA 640 and MA 641). The other exam covers Linear Algebra and Numerical Linear Algebra (MA 631 and MA 660). Each exam is three and a half hours long.

""Master's degree students who are not planning on writing a thesis and who have passed the Joint Program exam will not be required to take the final oral examination for the master's degree.

Joint Program Examination Rules, effective September 2023 (PDF)

Scheduling an Exam

The examinations in Mathematical Analysis and Linear Algebra are given during two periods each year (one in May and one in September). During each period a student may take one or both of the exams, subject to the following restrictions:

  1. each exam may be attempted no more than twice, and
  2. students may participate in exams during no more than three periods.

Any student considering taking an examination must meet as soon as possible with the Graduate Student Advisor, Dr. Roman Shterenberg, in University Hall 4035 for scheduling information, advice, and information.

Fall 2023 Schedule

  • Mathematical Analysis: Tuesday, September 12, 8:30 a.m. -12:00 p.m.
  • Linear Algebra: Thursday, September 14, 8:30 a.m. - 12:00 p.m.

Exam Topics

  • Mathematical Analysis

    Topics for Mathematical Analysis Joint Program Exam, Effective September 2023

    1. sup and inf for subsets of R, lim sup, lim inf for real sequences, Bolzano- Weierstrass theorem, Cauchy sequences.
    2. Continuous functions - min-max, intermediate value theorem, uniform conti-nuity, monotone functions.
    3. Derivative - mean value theorem, Taylor’s theorem for real functions on an interval.
    4. Riemann integration for functions on an interval. Improper integrals. Integrals depending on parameters.
    5. Sequences of functions - pointwise and uniform convergence, interchange of limits.
    6. Series of functions - M -test, differentiation/integration, real analytic functions.
    7. Metric spaces - open and closed sets, completeness and compactness, Cauchy sequences, continuous functions between metric spaces, uniform continuity, Heine-Borel and related theorems, contraction mapping theorem, Arzela-Ascoli theorem.
  • Linear Algebra

    Linear Algebra

    • Vector spaces over a field, subspaces, quotient spaces, complementary spaces
    • bases as maximal linearly independent subsets, finite dimensional vector spaces
    • linear transformations, null spaces, ranges, invariant subspaces, vector space isomorphisms
    • matrix of a linear transformation, rank and nullity of linear transformations and matrices
    • change of basis, equivalence and similarity of matrices, dual spaces and bases
    • diagonalization of linear operators and matrices
    • Cayley-Hamilton theorem and minimal polynomials, Jordan canonical form
    • real and complex normed and inner product spaces, Cauchy-Schwarz and triangle inequalities
    • orthogonal complements, orthogonal sets, Fourier coefficients and the Bessel inequality
    • adjoint of a linear operator, positive definite operators and matrices
    • unitary diagonalization of normal operators and matrices, orthogonal diagonalization of real symmetric matrices
    • bilinear and quadratic forms over a field

    Numerical Linear Algebra

    • Triangular matrices and systems, Gaussian elimination, triangular decomposition;
    • the solution of linear systems, the effects of rounding error;
    • norms and limits, matrix norms;
    • inverses of perturbed matrices, the accuracy of solutions of linear systems;
    • iterative refinement of approximate solutions of linear systems;
    • orthogonality, the linear least squares problem, orthogonal triangularization, the iterative refinement of least squares solutions;
    • the space Cn, Hermitian matrices, the singular value decomposition, condition;
    • eigenvalues and eigenvectors, reduction of matrices by similarity transformations, the sensitivity of eigenvalues and eigenvectors;
    • eduction to Hessenberg and tridiagonal forms;
    • the power and inverse power methods, the explicitly shifted QR algorithm, the implicitly shifted QR algorithm;
    • computing singular values and vectors, the generalized eigenvalue problem A−λB.

Previous Exams

Previous Real Analysis and Linear Algebra exams will temporarily be housed in an exam testbank until they are transferred to the Canvas system.
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Prepare for the CAP Exam

ISA offers a variety of resources to help you prepare for the Certified Automation Professional (CAP®) exam.

Primary Textbook

A Guide to the Automation Body of Knowledge is the primary text resource for the CAP exam and provides a complete overview of all technical topics. Order the Guide to the Automation Body of Knowledge.

Study Guide

The CAP Study Guide is a comprehensive self-study resource that contains a list of the CAP domains and tasks, 75 review Q&A complete with justifications. References that were used for each study guide question are also provided with the question. The Study Guide also includes a recommended list of publications that you can use to do further study on specific domains. Order the CAP Study Guide.

Review Courses

A CAP review course is available in several formats as preparation for taking the certification exam. This course is offered by ISA and can also be offered at your location.

ISA also has a variety of training courses that would be helpful in preparing for CAP. Visit the Automation Professional Training page for a complete list.

Additional Resources

Exam Topics

  1. Basic Continuous Control: Process Instrumentation, Analytical Instrumentation, Continuous Control, Control Valves, Analog Communications, Control System Documentation, Control Equipment
  2. Basic Discrete, Sequencing, and Manufacturing Control: Discrete Input & Output Devices and General Manufacturing Measurements, Discrete and Sequencing Control, Motor and Drive Control, Motion Control
  3. Advanced Control Topics: Process Modeling, Advanced Process Control, Control of Batch Processes, Environmental, Environmental Monitoring, Building Automation
  4. Reliability, Safety, and Electrical: Alarm Management, Reliability, Process Safety and Safety Instrumented Systems, Electrical Installations, Safe Use and Application of Electrical Apparatus
  5. Integration and Software: Digital Communications, Industrial Networks, Manufacturing Execution Systems and Business Integration, System and Network Security, Operator Interface, Data Management, Software, Custom Software
  6. Deployment and Maintenance: Operator Training, Checkout, System Testing, and Startup, Troubleshooting, Maintenance, Long-Term Support and System Management
  7. Work Structure: Automation Benefits and Project Justifications, Project Management and Execution, Interpersonal Skills

CAP sample Questions

Questions on the exam were derived from the real practice of automation professionals as outlined in the CAP Role Delineation Study and job task analysis. Using interviews, surveys, observation, and group discussions, ISA worked with automation professionals to delineate critical job components to develop exam specifications to determine the number of questions related to each domain and task tested. This rigorous program development and ongoing maintenance process ensures that CAP certification accurately reflects the skills and knowledge needed to excel as an automation professional.

The following six questions were taken from the CAP exam question item bank and serve as examples of the question type and question content found on the CAP exam.

  1. The method by which the tasks and hazards associated with a machine or process are analyzed is known as:
    • A. Risk assessment.
    • B. Machine assessment.
    • C. Risk reduction.
    • D. Risk abatement.
  2. To test controller tuning or prototype new control strategies offline, the model should be a(an):
    • A. Tie-back (loopback) simulation.
    • B. Artificial neural network.
    • C. Dynamic process simulation.
    • D. Steady state process simulation.
  3. The temperature measurement with the BEST repeatability and resolution is the:
    • A. Thermocouple.
    • B. Resistance temperature detector (RTD).
    • C. Dial thermometer.
    • D. Capillary system.
  4. Which of the following is NOT a variable speed drive setup parameter?
    • A. Acceleration rate.
    • B. Motor winding type.
    • C. Output frequency.
    • D. Maximum speed.
  5. A complete test plan for system integration testing MUST include:
    • A. Comments for the application programmer.
    • B. Multiple test cases for each mode of operation.
    • C. At least five test cases for each test.
    • D. Expected results for each test case.
  6. Frequency of maintenance should be determined by:
    • A. Failure rates of components.
    • B. Availability of personnel and parts.
    • C. Management targets for efficiency and productivity.
    • D. Effectiveness of maintenance personnel.

Sample Questions Answer Key

Question Number Correct Answer Exam Content Outline
1 A Domain 1, Task 4
2 C Domain 2, Task 2
3 B Domain 3, Task 3
4 B Domain 4, Task 7
5 C Domain 5, Task 5
6 A Domain 6, Task 2
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Sample exam questions - organic chemistry - OCR Gateway

You will complete eight Practical Activity Groups (PAGs) if you are studying GCSE Chemistry. If you are studying GCSE Combined Science you will complete 16, of which five are in Chemistry.

You could be asked questions about the apparatus, methods, safety precautions, results, analysis and evaluation of these experiments.

There are no PAGs in the Organic chemistry section.

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Best No-Exam Life Insurance Of November 2023

Calculate How Much Life Insurance You Need

A no-exam life insurance policy may not be able to provide the full coverage amount you need, especially if you’re looking to cover many working years or the years of raising a family.

Before you start getting life insurance quotes, calculate how much life insurance you need. A no-exam policy alone may not be able to provide sufficient coverage.

Assess Your Chances Before You Apply

Getting life insurance without a long application process is appealing, but don’t jump into a no-exam life insurance application without understanding your chances of getting approved. Many no-exam policies require very good or excellent health for approval. A denial goes on your insurance record and could hinder future applications.

Don’t be surprised if you end up doing a more traditional application process, including a life insurance medical exam if you’ve had some health issues.

Look Beyond the Cost

Of course you don’t want to overpay for life insurance, but research more than cost. There are coverage options that can be very valuable long after you buy the policy, such as the option to convert term life to permanent life insurance. Also, look at whether there’s an accelerated death benefit, which gives you access to money from your own death benefit if you become terminally ill.

Be Truthful On the Application

No matter what type of life insurance you’re applying for, be thorough and truthful on the application.

“Pay attention to each question carefully and be ready to respond with information around specific medical conditions you have. Giving more detailed information will help streamline the process as well as get a more accurate underwriting decision,” says Tavan of Legal & General America.

Intentional misrepresentations can lead to application denials or, worse, denial of a claim after you pass away. Life insurance companies have many ways to verify application information. Technology on the backend allows them to verify data from additional sources.

Have a Plan in Case of a Rejection

If the company rejects you for no-exam life insurance because of your health, don’t supply up your life insurance search. If you need life insurance, you likely have other routes.

  • Be prepared to go through a more traditional underwriting process that involves a life insurance medical exam.
  • Work with an experienced life insurance agent who can identify insurers known to be more friendly to your specific health conditions.
  • An experienced life insurance agent can shop around your application anonymously so that you don’t risk another rejection.

Looking for traditional term life insurance? See Forbes Advisor’s ratings of the best term life insurance.

Tue, 31 Oct 2023 19:45:00 -0500 Ashlee Tilford en-US text/html

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