SDI SDI-Certifications SD0-302 Questions & Answers

• Question 221:

  Which of these options would be a management activity in directing, controlling and co ordinating activities?

  A. Providing guidance to staff when needed

  B. Providing an efficient ergonomic office environment

  C. Developing and documenting staff management procedures

  D. Developing and implementing an effective IT platform

  Correct Answer: A

• Question 222:

  What is the value of telephone support in a Service Desk?

  A. First contact resolution

  B. Increased turnaround times

  C. Reduced abandon rate

  D. Skills-based routing

  Correct Answer: A

• Question 223:

  Performing a skills gap analysis and identifying appropriate salary levels are preparatory requirements for what?

  A. Service Desk recruitment

  B. Service Catalogue definition

  C. Service Level Agreement negotiation

  D. Skills Matrix creation

  Correct Answer: A

• Question 224:

  Which of these options would be a typical feature of an On-going survey?

  A. It is carried out on a six monthly cycle

  B. It is executed as soon as possible after a call is closed

  C. It is conducted with a minimum of 10 questions to be comprehensive

  D. It is designed to show longer term trends in customer satisfaction

  Correct Answer: B

• Question 225:

  Which of these options best describes the value of adopting a resource-planning model?

  A. It helps even out the handling of calls across the day or shift

  B. It quantifies the staffing required to meet SLA and business needs

  C. It provides a sound recruitment base for consistent staffing

  D. It boosts staff retention

  Correct Answer: B

• Question 226:

  Which of these options is a primary objective of the Service Asset and Configuration Management process?

  A. To record the ownership of every item of hardware and software in the asset base

  B. To ensure that IT services, assets, resources and processes are properly managed and maintained

  C. To clearly identify the business dependencies of each inventory item

  D. To map assets into a clear network infrastructure diagram

  Correct Answer: B

• Question 227:

  Which of the following is a key objective of the IT Service Continuity Management (ITSCM) process?

  A. To eliminate single points of contact for services

  B. To eliminate single points of failure for services

  C. To remove critical resources for services

  D. To remove long term workarounds for services

  Correct Answer: B

• Question 228:

  Which of the following statements about Problem Management is correct?

  A. The Service Desk is not responsible for Problem Management but contributes by identifying recurring Incidents

  B. The Service Desk is not responsible for Problem Management but manages Major Incident reviews

  C. The Service Desk is responsible for Problem Management and may be required to work with technical teams to diagnose Problems

  D. The Service Desk is responsible for Problem Management and uses known errors to aid fast resolution

  Correct Answer: A

• Question 229:

  You are trying to promote the Service Desk through a variety of recognized and effective channels.

  Which of these statements best describes a channel to use?

  A. Articles in the local newspaper and Have a Go days

  B. Open house days and distributing Service Desk fliers

  C. Distributing free pens and Service Desk induction training

  D. Induction training and team-building away days

  Correct Answer: B

• Question 230:

  Which of these options is NOT an element of successful project management?

  A. Managing costs

  B. Ensuring a continual improvement focus

  C. Developing technical solutions

  D. Defining project objectives

  Correct Answer: C