SDI SDI-Certifications SD0-302 Questions & Answers

• Question 21:

  When you are recruiting new members of your team, a key requirement is that they are good team players. Of these options, which best describes characteristics you would look for during your interview and selection process?

  A. Single-minded, with a flexible approach

  B. A flexible, open-minded and enthusiastic approach

  C. A strong personality with an immense array of knowledge

  D. A popular person with advice and suggestions for everyone

  Correct Answer: B

• Question 22:

  As a Service Desk manager, if you have a crisis situation such as a major incident how would you help to focus your staff at that time?

  A. Join in and help out with the extra workload

  B. Spend maximum time with senior management to handle the crisis

  C. Provide temporary staff to ease the pressure on the team

  D. Be present to provide clarity of direction

  Correct Answer: D

• Question 23:

  Which of these options best describes key components of teamwork?

  A. Working together to accomplish common goals, sharing ideas and sharing the number of calls fairly

  B. Working together to accomplish common goals, sharing ideas and sharing the glory fairly

  C. Working together to accomplish common goals, sharing ideas and sharing the workload fairly

  D. Working together to accomplish common goals, sharing ideas and sharing the blame fairly

  Correct Answer: C

• Question 24:

  Which of these options is the best method of improving Service Desk performance?

  A. Using industry KPIs as targets

  B. Increasing the speed-to-answer time

  C. Using a SWOT analysis to identify improvements

  D. Focussing on the abandon rate

  Correct Answer: C

• Question 25:

  How could you demonstrate that you are maintaining a balanced and positive outlook?

  A. By having regular social events with all staff

  B. By sharing problems and concerns with friends or advisers

  C. By holding weekly motivational meetings

  D. By having dress-down days on a Friday

  Correct Answer: B

• Question 26:

  Communicating the vision and direction to the Service Desk, and motivating and mentoring staff are characteristics that demonstrate which of these options?

  A. Management style

  B. Creativity

  C. Customer Service

  D. Leadership

  Correct Answer: D

• Question 27:

  When you were initially appointed as the Service Desk Manager you found that you had inherited a team consisting mostly of demotivated people who were considering looking for other jobs, and you worked hard to improve this situation. Other than staff retention, what is a key benefit of motivation?

  A. It allows people to be creative and innovative

  B. It creates a lively but amusing environment

  C. It eliminates the need for processes and procedures

  D. It enables the team to become self-managing

  Correct Answer: A

• Question 28:

  Which of these options best describes good resource management?

  A. Giving all staff full responsibility

  B. Always having extra resources on hand

  C. Constantly stretching the team

  D. Using the right people for the work

  Correct Answer: D

• Question 29:

  Which of these options would NOT be a typical characteristic of a good leader?

  A. Making decisions, even unpopular ones

  B. Effectively delegating tasks

  C. Making inspirational and motivational speeches

  D. Having excellent communication skills

  Correct Answer: C

• Question 30:

  As a Service Desk manager you need to have good planning skills. Which of these options is a key element of the planning process?

  A. Allocation of schedules and budgets

  B. Defining your role and the Service Desks mission

  C. Setting goals and objectives

  D. Using SMART methodology and setting short-term objectives

  Correct Answer: C