SDI SDI Certifications SD0-302 Questions & Answers

• Question 51:

  Which of these options is a primary objective of self- service for Service Desks?

  A. To enable users to become experts in IT support

  B. To help users to log their own incidents

  C. To enable users to resolve incidents for their colleagues

  D. To help users to close their own incidents

  Correct Answer: B

• Question 52:

  Enabling users to log and track the status of their own Incidents and Service Requests is the primary purpose of

  A. Incident management

  B. Release and Deployment management

  C. IT Self-healing

  D. IT Self-service

  Correct Answer: D

• Question 53:

  Which of the options best describes some primary benefits of using electronic support delivery tools in a Service Desk environment?

  A. It may restore services faster and it enables the analyst to train users how to be more self sufficient

  B. It increases first contact resolution and reduces the number of Incidents

  C. It decreases fix-time and allows users to see what analysts see

  D. It allows users to watch and learn how the analyst solves problems and reduces the volume of Incidents logged

  Correct Answer: A

• Question 54:

  Which of these would NOT be a key objective of electronic support delivery tools in a Service Desk environment?

  A. It is cost effective

  B. It leads to fewer escalated calls

  C. It enables users to learn how to resolve certain Incidents

  D. It enables second and third level support teams to be less involved with simple problems

  Correct Answer: D

• Question 55:

  Which of these options best describes a skill level required for desk-side support?

  A. Incident Management knowledge

  B. High levels of process development knowledge

  C. Basic level technical skills

  D. Management competency

  Correct Answer: A

• Question 56:

  Which of these options best describes one of the purposes of using electronic support tools?

  A. It saves the need to physically assist users to fix issues

  B. It saves the cost of a person being involved

  C. It is more user-friendly to work through issues on screen together

  D. It quickly restores users to a functioning state

  Correct Answer: D

• Question 57:

  You are explaining the benefits of desk-side support to your new-starters. Which of these options best describes one of these benefits?

  A. It gives the analyst a clearer understanding of the users situation

  B. It establishes better rapport with second-line analysts

  C. It enables the analyst to demonstrate their knowledge and skills to the user

  D. It offers opportunities to create new power-users

  Correct Answer: A

• Question 58:

  To provide the most appropriate form of support for the user; to educate users about basic aspects of Incidents resolution; and to develop rapport between analysts and users are objectives of which service delivery channel?

  A. Self-service

  B. Remote support

  C. Self-help

  D. On-site support

  Correct Answer: D

• Question 59:

  What is the purpose of on-site (desk-side) support in a Service Desk environment?

  A. To provide personal one-to-one support for every user

  B. To provide a support person on-site to resolve an Incident or Service Request

  C. To ensure rapid response for every user issue

  D. To ensure users are reassured that IT support is always close to hand

  Correct Answer: B

• Question 60:

  There are many support options available for Service Desks and their users today, the most traditional of which is telephone support. What typically is its main purpose?

  A. To provide first-line support with an escalation route to other teams as required

  B. To provide first and second-line support with all calls resolved at the Service Desk

  C. To provide users with options to speak to other teams if the Service Desk is busy

  D. To provide education to the user base on how to resolve basic issues themselves

  Correct Answer: A