SDI SDI Certifications SD0-302 Questions & Answers

• Question 91:

  Which type of survey would you use to evaluate the success of your recent implementation of selflogging for users?

  A. A one-off survey

  B. A periodic survey

  C. A performance survey

  D. An event survey

  Correct Answer: A

• Question 92:

  What is a primary purpose of a customer satisfaction survey?

  A. To identify what service providers can provide

  B. To identify new trends in survey techniques

  C. To identify what IT feels is important

  D. To identify what users feel is important

  Correct Answer: D

• Question 93:

  Which of these options is an appropriate type of Service Desk Survey?

  A. Focus groups

  B. Service Level reporting

  C. Market research

  D. Statistical analysis

  Correct Answer: A

• Question 94:

  Which of these options best describes periodic surveys?

  A. They are based on user perception of the Service Desk and IT organisation at the current point in time

  B. They are used to evaluate overall satisfaction levels with the products and services provided by the Service Desk and the IT organisation

  C. They identify changes to products, services, and processes that analysts feel would improve their relationship with the IT organisation and better meet user needs

  D. They are regularly planned and scheduled on an Incident by Incident basis

  Correct Answer: B

• Question 95:

  Which of these options best describes key components of a Service Catalogue?

  A. IT services, customer responsibilities and OLAs

  B. Critical business periods, IT services and Incident data

  C. Customer responsibilities, critical business periods and SLAs

  D. SLAs, individual KPIs and charges where appropriate

  Correct Answer: C

• Question 96:

  Why do we need OLAs?

  A. To provide business-level reporting

  B. To demonstrate service quality

  C. To ensure that IT teams meet SLAs D. To tie down all the IT parties to contracts

  Correct Answer: C

• Question 97:

  Which parties would generally be represented in an Underpinning Contract (UC)?

  A. The Service Desk and external 3rd parties

  B. The user and external 3rd parties

  C. The Service Desk and 2nd level support

  D. 2nd level support and the user

  Correct Answer: A

• Question 98:

  Where would you expect to find information regarding the appropriate procedure to deal with conflict between IT service providers and customers?

  A. In Problem Management

  B. In Change Agreements

  C. In Operational Level Agreements

  D. In Service Level Agreements

  Correct Answer: D

• Question 99:

  Which of these options is an appropriate SLM Metric?

  A. Costs of delivering SLAs

  B. Hierarchical escalations

  C. Reason for failure reports

  D. Incident Management reports

  Correct Answer: C

• Question 100:

  Which of these options best describes the purpose of an SLA?

  A. To ensure that supplier service targets are documented and agreed

  B. To ensure that user service targets are documented and agreed

  C. To ensure that revolver groups service targets are documented and agreed

  D. To ensure that Service Desk KPIs are documented and agreed

  Correct Answer: B