SDI SDI Certifications SD0-302 Questions & Answers

• Question 101:

  Which of these options is NOT a component of the Service Level Management process?

  A. Service Catalogue (SC)

  B. Service Improvement Programme (SIP)

  C. Service Agreement Practice (SAP)

  D. Service Level Requirements (SLR)

  Correct Answer: C

• Question 102:

  Which of the following is NOT a principal activity of Service Level Management?

  A. Identifying critical business periods and exceptions

  B. Implementing new processes

  C. Reviewing reports and performance

  D. Engaging in contract negotiation

  Correct Answer: D

• Question 103:

  You have been working closely with your organizations Service Level Manager and s/he has asked you to prepare a presentation that can be delivered to internal IT teams on the value and benefits of having an SLM process in place. Which of these options best describes one of the benefits?

  A. Users have freedom of choice about which IT teams they will work with

  B. There are clearly defined IT procedures that are now enforceable

  C. There are clearly defined penalties for customers and providers if responsibilities are not met

  D. Specific customer needs are known, enabling IT to prioritise and plan

  Correct Answer: D

• Question 104:

  How does the Service Desk relate to the Service Level Management process? Select the option that most closely matches its responsibility.

  A. To deliver IT services to users

  B. To encourage other IT areas to observe the requirements of the SLA and OLAs

  C. To identify new services for inclusion in existing SLAs and OLAs

  D. To create user feedback reports relating to their business area

  Correct Answer: B

• Question 105:

  In which ITSM process would you expect to find management/operational metrics relating to the number of identified new risks?

  A. Release and Deployment Management

  B. Service Asset and Configuration Management

  C. IT Service Continuity Management

  D. Change Management

  Correct Answer: C

• Question 106:

  Which of these options provides the best description of an objective of the SLM process?

  A. IT Services are aligned to costs and budgets

  B. IT Services are aligned to the needs of key business people

  C. IT Services are aligned to the needs of the business

  D. IT Services are aligned to the IT department's capabilities

  Correct Answer: C

• Question 107:

  Which of these options is a key benefit of IT Service Continuity Management?

  A. Potential lower insurance premiums

  B. Improved management of issues

  C. An increase in potential lost revenue

  D. A reduction in the number of repeat Incidents

  Correct Answer: A

• Question 108:

  Which process would provide the benefit of better protection for personal and organisational data?

  A. IT Service Continuity Management

  B. Risk Management

  C. Information Security Management

  D. Release and Deployment Management

  Correct Answer: C

• Question 109:

  Identify one of the Service Desks responsibilities in its relationship with the IT Service Continuity Management process

  A. It develops a Service Desk Disaster Recovery Plan in order to provide support post emergency

  B. It ensures that the Service Continuity Plan is regularly tested

  C. It ensures that the off-site disaster recovery location is adequately assessed for risk

  D. It develops Data Continuity Plans to support the Disaster Recovery Plan

  Correct Answer: A

• Question 110:

  As sensitive personal and corporate information is frequently lost or stolen, what would be a key objective of Information Security Management?

  A. Meeting the publics need for confidence in data security

  B. Understanding the full legal implications of Information Security Management

  C. Ensuring the security of every user data access point

  D. Ensuring IT operates adequate and appropriate security controls

  Correct Answer: D