Which option best describes the Service Desks responsibility in, and its relationship with, the Information Security Management process?
A. It confirms identification of users and provides user statistics
B. It confirms identification of users and prevents remote access to critical systems
C. It confirms identification of users and follows all relevant IT security policies
D. It confirms identification of users and provides fast resolution to access problems
Which of the following options would you NOT include in your SKMS?
A. Books such as user guides and reference manuals
B. List of problem users
C. Personal experience
D. User comments and feedback
Which of these options best describes a set of procedures to be followed when developing an SKMS?
A. Procedures to test the ongoing value of the information in the SKMS
B. Procedures to test the ongoing value of changes to the SKMS
C. Procedures to test the cost savings of the SKMS
D. Procedures to test the content of the SKMS
Which of these options does SKMS stand for?
A. Service Knowledge Management Store
B. Service Knowledge Management System
C. System Knowledge Management Service
D. System Knowledge Management Store
Your Service Desk staff use the SKMS (Service Knowledge Management System) extensively.
Which of these options best describes a benefit of having the SKMS available to them?
A. It creates a silo approach for the availability of knowledge
B. It provides new starters with induction training
C. It reduces the number of incidents requiring escalation to other teams
D. It offers opportunities for cross-training to take place
Which option best describes one of the Service Desks responsibilities in relation to Knowledge Management?
A. It should understand the composition of the knowledgebase and advise on its development
B. It should insist that users use the self-help options available to maximise the use of the knowledgebase
C. It should provide feedback on the relative value of knowledge items and available information
D. It should update the knowledge base after every problem closure
Which of these options best describes an aspect of Knowledge Management?
A. The process through which an organization develops its intellectual ability
B. The process through which an organization develops its intellectual quality
C. The process through which an organization generates value from its configuration assets
D. The process through which an organization generates value from its intellectual assets
Which process involves recognizing how to anticipate problems, develop contingency plans and sustain progress?
A. Incident Management
B. Problem Management
C. Issue Management
D. Risk Management
Which is the most useful question to consider when providing a risk status update?
A. Can the risk be logged as a Problem?
B. Is the risk getting worse or better?
C. Can the Service Desk pass the risk to Change Management yet?
D. Has Release Management been notified yet?
Which process supports financial planning, contributes to IT service continuity planning and improves root cause analysis?
A. Incident Management
B. Problem Management
C. Service Asset and Configuration Management
D. Change Management
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