SDI SDI Certifications SD0-302 Questions & Answers

• Question 141:

  Which of these options best describes a reactive objective of Problem Management?

  A. To minimise the impact of Incidents that cannot be prevented

  B. To prevent the occurrence of Incidents

  C. To prevent the recurrence of Incidents

  D. To determine the root cause of Incidents and initiate corrective actions

  Correct Answer: A

• Question 142:

  What metrics would you NOT expect to come from the Incident Management process?

  A. Incidents outstanding by resolver group

  B. Number of Incidents closed on the first call

  C. Number of escalations logged in the Incident lifecycle

  D. Percentage of Incidents resolved out-of-hours

  Correct Answer: D

• Question 143:

  If you were establishing a Problem Management process in your organization, which of the following would be one of your primary objectives?

  A. To eliminate all Problems over time

  B. To prevent Incidents developing into Problems

  C. To eliminate the occurrence of all user-related Problems

  D. To minimise the impact of Incidents that cannot be prevented

  Correct Answer: B

• Question 144:

  If you were providing a list of key performance indicators for the Incident Management process, which of these options would you include?

  A. Cost per Incident/Service Request

  B. Frequency of technical Incidents

  C. Incidents submitted by individual users

  D. Percentage of Incidents resolved out-of-hours

  Correct Answer: A

• Question 145:

  Which statement most accurately describes typical key performance indicators for the Incident Management process?

  A. Major Incidents failing to meet SLA; Incidents failing to match Known Errors; Cost per Problem

  B. Total number of Incidents; total number of Service Requests; number of Incidents failing to meet the SLA

  C. First Contact Resolutions; Second Level Resolutions; Workarounds

  D. Cost per Incident; cost per Service Request; cost per Major Incident

  Correct Answer: B

• Question 146:

  Which of these options is NOT a principal activity of the Incident Management process?

  A. Classification

  B. Prioritisation

  C. Escalation

  D. Negotiation

  Correct Answer: D

• Question 147:

  Reducing the impact of disruptions to IT services on the business, improving staff utilisation and resolution times are benefits of which process?

  A. Problem Management

  B. Service Level Management

  C. IT Service Management

  D. Incident Management

  Correct Answer: D

• Question 148:

  What is a main Service Desk responsibility in the Incident Management Process?

  A. Managing communications with users and customers

  B. Ensuring a fast telephone response

  C. Keeping analysts productive

  D. Identifying and resolving underlying issues

  Correct Answer: A

• Question 149:

  If you were explaining the Service Desks responsibilities in the Incident Management process, which of the following options would you include?

  A. Tracking, monitoring and chasing Incident progress

  B. Continually updating management on the volume of Incidents

  C. Resolving all customer/user Problems within the SLA times

  D. Providing feedback on how well 2nd and 3rd level support are progressing outstanding Incidents

  Correct Answer: A

• Question 150:

  You are inducting a new starter on the Service Desk theyve read some documentation and ask you for a good brief description of Incident Management. Which of these options best describes one of the required outcomes of Incident Management?

  A. Incident Management is a re-useable process for issue-fixing before Problem Management

  B. Incident Management gets users back to work quickly with minimum impact

  C. Incident Management ensures that all Problems are classified at root cause

  D. Incident Management ensures a formal approach to customer support

  Correct Answer: B