SDI SDI-Certifications SD0-302 Questions & Answers

• Question 41:

  If you regularly induct new staff, which of the following options would you include in the development of a structured induction process?

  A. Provide set information for all, with the levels of information and the focus dependent on the role

  B. Set up a totally individual agenda tailored to the background and experience of each inductee

  C. Set up recommended timing schedules for briefings with key staff

  D. Set up an induction manual template for each type of potential inductee

  Correct Answer: A

• Question 42:

  Which of these is NOT a benefit of a structured approach to induction?

  A. Reduced time to get new staff working effectively

  B. Reduced time spent by managers in dealing with inductees

  C. Reduced risk of adopting bad habits

  D. Reduced risk of basic errors and misunderstandings

  Correct Answer: B

• Question 43:

  Which would be a desirable quality to look for in Service Desk staff?

  A. Quick learner

  B. Strategic focus

  C. Thrill seeker

  D. Technical focus

  Correct Answer: A

• Question 44:

  You run a very busy, high-pressure Service Desk and are in the process of recruiting several new analysts. Which of these options most accurately relates to a key element of the interview process?

  A. Use a relaxed and informal approach with no note-taking and few pre-prepared questions

  B. Have a clear structure for the interviews and allow the candidate to express his or her preferences for the type of questions s/he prefers to be asked

  C. Ensure that you follow your organizations recruitment process

  D. Use role-play in the interview to assess their ability to perform under pressure

  Correct Answer: C

• Question 45:

  Which of these options would be a common issue to overcome when introducing self-healing tools?

  A. Some support team members are reluctant to help install the tools

  B. Some customers are resistant, depending on levels of IT maturity

  C. Some customers are over enthusiastic about adopting new tools

  D. Some users become uncommunicative and out of touch

  Correct Answer: B

• Question 46:

  What can self-healing tools deliver?

  A. Automated escalation

  B. Automated logging

  C. Automated recovery

  D. Automated attendant

  Correct Answer: C

• Question 47:

  Which of the following options would be a clear benefit of using self-healing as a delivery method in a Service Desk environment?

  A. It removes the need for reactive support staff

  B. It increases the problem-solving abilities of users

  C. It reduces the need for reactive support staff

  D. It improves hardware resource utilisation

  Correct Answer: C

• Question 48:

  You have been asked to introduce self-service tools for your Customers, but your staff are concerned that there may be some issues, why might this be?

  A. The functionality may not be available in your market-leading Service Management tool

  B. Everyone in IT might not use completely professional language when logging updates

  C. Its introduction may increase the volumes of telephone calls to the Service Desk

  D. Its use will negatively impact service level performance

  Correct Answer: B

• Question 49:

  Which of these options is the best description of one of the purposes of self-healing tools?

  A. To identify errors and correct them without human intervention

  B. To prevent users from downloading or accessing illegal software

  C. To correct errors once a technician has keyed in the correct data

  D. To reduce headcount in IT technical support teams

  Correct Answer: A

• Question 50:

  Using self-service as a delivery method in a Service Desk environment is often seen as a great step to reduce direct user contact costs which of the following is also a benefit of self-service?

  A. It can help to prevent users calling the Service Desk

  B. It can be used to log calls, service requests or Incidents, saving Service Desk time

  C. It can develop tailored tutorials to help users help themselves

  D. It can eliminate the need to provide feedback to users

  Correct Answer: B