As a Service Desk manager, which of these options would you suggest is a way for you to contribute to IT and business objectives?
A. Tell management about every Incident that occurs
B. Provide suggestions on how to improve IT services
C. Identify new business opportunities
D. Market the successes of the IT organisation
Which of these options is a best practice to follow when you are taking actions that will affect other departments or teams?
A. Give serious consideration to what people will think of you if your ideas do not work
B. Discuss with other managers to identify the possible effects of your actions on others
C. Implement your ideas as soon as you have decided on the best course of action
D. Make a presentation to other teams letting them know what you have done
You are experiencing difficulties with your desktop support team who regularly blame your Service Desk Analysts for not giving them the correct information. How best should you get them on board?
A. Send them emails to let them know where they are going wrong
B. Build credibility with them by running regular social events
C. Improve the communication channels by listening to their views and issues
D. Highlight their inadequacies across the department through management reports
If you are documenting new processes and procedures, which of these options is a particularly important outcome?
A. It is easy to understand the technical language
B. Processes and procedures are adhered to
C. The team agrees that every issue has been included
D. Calls and Incidents are handled consistently
Your manager is concerned that the relationships between the Service Desk and some other areas of
IT are not as good as they could be. S/he has asked you to suggest some initiatives to improve the situation; which of the following would you suggest?
A. Recognise and publish the achievements of your staff to promote the Service Desk
B. Offer to write supporting mission statements for the other teams
C. Understand the roles and responsibilities that teams have in meeting IT services and business objectives
D. Establish regularly scheduled meetings between key Service Desk staff and key customer representatives
If you are looking to gather further information to help resolve a users issue, which of these options would it NOT be appropriate to use?
A. Structured questioning of users by an analyst
B. One-way information provided by a user
C. One-to-one interviews with all Service Desk staff
D. Unstructured free-form questioning by an analyst
You need to work with your suppliers to improve the costs and terms of the contract. What type of person makes a good negotiator?
A. A problem solver
B. A quality-driven person
C. A tough, uncompromising type
D. A creative person
Which of the following options is an effective listening skill?
A. Maintain a neutral facial expression
B. Interrupt when you feel you have something important to say
C. Close your eyes to concentrate better
D. Take notes but do not write constantly
You are about to attend what could be a difficult meeting with other IT team managers. You are aware that you will have to negotiate skilfully to achieve a successful outcome; what is the best skill you can employ that will help you do this?
A. Use NLP to get everyone round to thinking the way you want them to
B. Understand that everyone is unique and will have a different perspective
C. Suggest that the IT Director should be the one to make the final decision
D. Maintain your position when others contradict it
When you are addressing a meeting, which of these options best describes a technique for engaging with the audience?
A. Make humour an intrinsic part of your presentation
B. Ask questions designed to encourage audience participation
C. Include as much detailed information as possible
D. Use animation to bring the session to life
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