SDI SDI Certifications SD0-302 Questions & Answers

• Question 181:

  You need to make a presentation to your staff. What consideration would be valuable to ensure your success with the session?

  A. Ensure that you make all the points that you think are important from the management perspective

  B. Ensure the room is dark and comfortable

  C. Present as much information as possible

  D. Be aware of the size of the fonts

  Correct Answer: D

• Question 182:

  You are tasked with delivering a presentation to your senior management team on the topic of The New, Improved Service Desk. What is a key point to remember when preparing this presentation?

  A. Senior management is always interested in IT Service Management

  B. The language of the boardroom is the most appropriate way to speak

  C. The use of technological terms is quite acceptable

  D. The visual aids should be packed with information

  Correct Answer: B

• Question 183:

  Which of these options is NOT a good reason for holding a team meeting?

  A. Planning purposes

  B. Disseminating information

  C. Discussing an individual's performance

  D. Identifying team performance improvement areas

  Correct Answer: C

• Question 184:

  Which of these options is a characteristic of a successful meeting?

  A. Actions are allocated after the meeting

  B. Participants decide the agenda on arrival

  C. The minutes are distributed at the start of the meeting

  D. The outputs are documented and responsibilities assigned

  Correct Answer: D

• Question 185:

  Which of these options would be an appropriate channel of communication to discuss team performance?

  A. A peer-group meeting

  B. An informal discussion by the water cooler

  C. A one-on-one appraisal meeting

  D. A meeting after work in a social setting

  Correct Answer: A

• Question 186:

  Which of these options should you consider when you need to get your message across in writing?

  A. Write detailed analyses of the facts for every communication

  B. Ensure that you send your audience all the associated documentation

  C. Always use formal business language to ensure compliance

  D. Write with your audiences needs in mind

  Correct Answer: D

• Question 187:

  A successful project plan will always include:

  A. Stakeholder resources and well defined roles and responsibilities

  B. Co-ordinated resources and costs which are estimated and tracked

  C. Identified deliverables and occasional project meetings and reviews

  D. Multiple dependencies and a documented Project Management methodology

  Correct Answer: B

• Question 188:

  As a Service Desk manager you are expected to demonstrate certain behaviours that will help you to help your team meet the commitments you have made on their behalf. Which of these options best describes one of those behaviors?

  A. Provide hard-hitting feedback on the performance of other teams

  B. Provide effective strategies to ensure rapid promotion for all the team

  C. Explain how and why you monitor and benchmark your teams progress

  D. Explain how and why you monitor individual failures

  Correct Answer: C

• Question 189:

  You need to identify the best solution to resolve a number of operational issues. There are some issues that are not being resolved or properly tackled in line with expectations. Which of the following tools would help you best in this approach?

  A. A SMART review

  B. An ROI analysis

  C. A GAP analysis

  D. A strategic business plan

  Correct Answer: C

• Question 190:

  You are part of a team tasked with managing an Organizational Change within your support environment. What should the team do to ensure this change is successful?

  A. Implement rapid amendments to the plan. (Would this work any better?)

  B. Develop a probability to reality projection plan

  C. Recognize the importance of allowing long-serving staff to determine where they will sit

  D. Have a well-constructed communications plan

  Correct Answer: D