SDI SDI Certifications SD0-302 Questions & Answers

• Question 151:

  What steps should you take to manage the service expectations of stakeholders?

  A. Use KPIs to calculate service ROI

  B. Build SLAs based on IT measures

  C. Build a catalogue of systems for all customers

  D. Use customer surveys to identify business needs

  Correct Answer: D

• Question 152:

  Which of these options is NOT an objective of IT Service Management?

  A. Integration with business process

  B. Increased IT infrastructure and service reliability

  C. Cost reduction and resource expansion

  D. Improved user experience and communication

  Correct Answer: C

• Question 153:

  One of your analysts has asked you what ITIL is. Which of these options is the best explanation you could give him/her?

  A. It is worldwide best practice and offers guidance for designing, planning, delivering and managing IT Services and Support and it aligns with ISO/IEC 20000

  B. It is worldwide methodology for best practice for all IT Services and Support and it aligns with ISO 9000

  C. It is worldwide methodology for guidance in design, planning and delivering IT projects and it aligns with ISO 15000

  D. It is worldwide best practice for the implementation of IT Business strategies and it aligns with IEC/IEC 20000

  Correct Answer: A

• Question 154:

  Which of the following options would NOT be essential in helping you to manage your stakeholders expectations?

  A. Specifying individual service feedback mechanisms

  B. Creating a Service Catalogue with service offerings clearly defined

  C. Defining service levels that balance resources and capabilities with business requirements

  D. Offering multiple channels to provide information about the Service Desk

  Correct Answer: A

• Question 155:

  Which of these options is a key component of a marketing programme?

  A. Defining the message and communicating to the relevant audience

  B. Identifying the key customers

  C. Targeting messages to all IT

  D. Communication to all stakeholders in a similar manner

  Correct Answer: A

• Question 156:

  Identify a key component of a good internal communications programme

  A. Feedback mechanisms to test SLAs

  B. Cleverly crafted and worded documents

  C. Clarity on the messages to be communicated

  D. Use of promotional materials mugs, mouse mats etc.

  Correct Answer: C

• Question 157:

  You are planning a promotion campaign to raise customer awareness of the Service Desk and the benefits it brings to the business. Which of these activities would be most effective in doing this?

  A. Offer customers the opportunity to experience life on the Service Desk

  B. Provide induction training and team-building away-days

  C. Give all customers a stress ball with Service Desk contact details printed on it

  D. Schedule your staff to floor walk at regular intervals

  Correct Answer: D

• Question 158:

  You are in the process of developing a programme of activities to promote the Service Desk. You believe this is a very important aspect of your role and that all promotional activities should meet your objectives. Which of these options describes one of those objectives?

  A. Managing your managers expectations

  B. Managing your teams expectations

  C. Managing your users expectations

  D. Managing your own expectations

  Correct Answer: C

• Question 159:

  Your manager has asked you to undertake a PR exercise to promote the Service Desk to the business; which of these options would best describe your main objectives for this exercise?

  A. Educating users on the value of the Service Desk and the explaining the content of the SLA

  B. Increasing the visibility of the Service Desk and clarifying user responsibilities and benefits

  C. Raising user awareness of the Service Desks opening hours and providing job descriptions

  D. Dictating user behaviour and improving user satisfaction

  Correct Answer: B

• Question 160:

  Which of these options would you consider to be the most important to support right-sourcing?

  A. Appropriate premises

  B. Contract staff

  C. Geographic location

  D. Processes and procedures

  Correct Answer: B