SDI SDI Certifications SD0-302 Questions & Answers

• Question 121:

  In which process would you expect to find metrics giving percentages of Incident and Problem records associated with a CI record?

  A. Problem Management

  B. Incident Management

  C. Service Asset and Configuration Management

  D. IT Service Continuity Management

  Correct Answer: C

• Question 122:

  On what criteria are IT risks assessed?

  A. The impact of unacceptable risks

  B. The impact of planned failures

  C. The impact on service if failure occurs

  D. The impact on service if risks are unplanned

  Correct Answer: C

• Question 123:

  In your opinion, which of these statements best describes the Service Desks responsibilities in relation to the Risk Management process?

  A. It inputs key service requirements that would increase or decrease risk

  B. It inputs information from users on risky situations occurring in their areas

  C. It assesses risk on behalf of the IT services organisation

  D. It evaluates new services for business risk

  Correct Answer: A

• Question 124:

  Which of the following is NOT one of the principal Service Asset and Configuration Management activities?

  A. Carrying out asset audits and verifications

  B. Identifying and recording Configuration Items at the appropriate level

  C. Identifying and defining relationship and dependencies between Configuration Items

  D. Identifying the key components in the Configuration Plan

  Correct Answer: D

• Question 125:

  Which process is responsible for tracking and reporting the value and ownership of financial assets?

  A. Financial Management for IT Services

  B. IT Service Continuity Management

  C. Information Technology Procurement

  D. Service Asset and Configuration Management

  Correct Answer: D

• Question 126:

  What is the Service Desks involvement with the Service Asset and Configuration Management process?

  A. The SACM is the central control mechanism for Problem Management

  B. The SACM is used to support accurate Incident diagnosis

  C. The SACM can be used to help resolve Incidents quickly

  D. The Service Desk creates SACM records to assist in Problem resolution

  Correct Answer: B

• Question 127:

  Which of these options is part of the Service Desks responsibility in the Release and Deployment Management process?

  A. It works with development teams to ensure services are supported at and beyond launch

  B. It supports development teams in aligning new applications with business needs

  C. It manages the rollout of key application releases

  D. It works with users to ensure they are satisfied with new applications

  Correct Answer: A

• Question 128:

  Which of these options is a key management/operational metric for Release and Deployment Management?

  A. Number of user errors

  B. Number of authorised Changes

  C. Number of back-outs required

  D. Number of implemented Changes

  Correct Answer: C

• Question 129:

  Which of these options is a requirement of Release Management?

  A. Service Desk involvement in the design and build process of the development lifecycle

  B. Service Desk involvement in the development process so that it can provide appropriate support for new systems

  C. Service Desk involvement in reviewing new system specifications

  D. Service Desk involvement in reviewing project plans

  Correct Answer: B

• Question 130:

  Which of these options is a management metric for IT Change Management?

  A. The number of partial changes

  B. The number of unauthorised changes rejected

  C. The number of unscheduled change requests

  D. The number of rescheduled change requests

  Correct Answer: D