If you were describing the Change Management process to your team, which of the following would be one of the main activities?
A. Change assessment for impact and risk analysis
B. Change origination assessment for approval
C. Change back-out analysis for implementation plans
D. Change date specification for post-implementation review
Which of these options best describes a common benefit of IT Change Management?
A. It provides a flexible method for approving and analysing Changes
B. It increases the visibility and communication of downtime
C. It protects the business environment by minimising disruptions
D. It prevents forward scheduling of Changes
Which option best describes the Service Desks part in the Change Management process?
A. To escalate Incidents that may be caused by Problems
B. To escalate Changes that may be caused by Problems
C. To escalate Changes that may be caused by Incidents
D. To escalate Incidents that may be caused by Changes
Which of these options describes a management/operational metric for Problem Management?
A. The number of RFCs submitted resulting from Problems
B. The number of urgent/emergency RFCs implemented
C. The number of successful and failed Changes
D. The top ten Incident categories
Which of these options is a recognised responsibility of the Change Management process?
A. To ensure that technical aspects of a Change are addressed
B. To remove risks of failure from approved Changes
C. To create a database of quick fixes for common Changes
D. To control Changes to the IT Infrastructure
Which of these options would be considered a Problem Management KPI?
A. Service Desk SLAs being met
B. Number of escalations
C. Increased Incident resolution
D. Reduced numbers of Incidents
Which of the following is a Problem Management activity?
A. Reactive support
B. Error Control
C. SLA analysis
D. First contact resolution
Which of these options is NOT a benefit of the Problem Management process?
A. It improves productivity of the business and IT
B. It removes the need for SLAs
C. It reduces the time to resolve Incidents
D. It increases first contact resolutions
Which of these options is a key performance indicator for Problem Management?
A. The time taken to resolve Problems by 2nd and 3rd level support
B. The number of Problems escalated by the Service Desk
C. The number of repeat Problems within a given period
D. A reduction in business impact caused by Problems
Which statement best describes the difference between Reactive Problem Management and Proactive Problem Management?
A. Reactive Problem Management is concerned with solving problems in response to Known Errors; Proactive Problem Management is concerned with identifying quick fixes
B. Reactive Problem Management is concerned with solving problems in response to one or more Incidents; Proactive Problem Management is concerned with identifying underlying Problems
C. Reactive Problem Management is concerned with analysing and trending Incident records; Proactive Problem Management is concerned with solving problems in response to one or more Incidents
D. Reactive Problem Management is concerned with eliminating root causes; Proactive Problem Management is concerned with identifying future business needs
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