SDI SDI Certifications SD0-302 Questions & Answers

• Question 71:

  You have been tasked to select an IT Service Management tool, which of these options is a benefit you would use to justify the expenditure?

  A. It is a competitive tool that helps to boost organisational success

  B. It is an essential to ensure that the image of the Service Desk is enhanced

  C. It ensures that the cost per Incident handled is reduced

  D. It delivers consistent metrics and reporting on service performance

  Correct Answer: D

• Question 72:

  Which of these options best describes a common issue encountered when implementing IT Service Management tools?

  A. Too much time is spent on tracking cultural issues to ensure success

  B. There is a lack of management information

  C. The choice of available tools is too wide

  D. Systems can be considered as relevant only to the Service Desk

  Correct Answer: D

• Question 73:

  Which of the following is one of the primary objectives for using ITSM tools?

  A. To control IT and Service Desk staff

  B. To deliver process metrics from a single tool

  C. To deliver an ITIL accredited framework

  D. To achieve ISO/IEC 20000

  Correct Answer: B

• Question 74:

  Which of these options best describes common technologies used by the Service Desk?

  A. PBX, ITIL and IVR

  B. AVR, E-talk and Wikis

  C. E-Mail, Blogs, SLAs

  D. IM, KPIs and AVR

  Correct Answer: B

• Question 75:

  If your Service Desk is using its IT Service Management system correctly, what would you expect the outcome to be?

  A. Better management meetings and feedback systems

  B. Better integration and consistency of IT projects and procedures

  C. Better integration and consistency of service delivery and operations

  D. Better integration of call definition and reporting structures

  Correct Answer: C

• Question 76:

  Which of these options would you use to support changing business demands?

  A. Change planning

  B. Resource planning

  C. Continuity planning

  D. Contingency planning

  Correct Answer: B

• Question 77:

  Which of these options is a step in the resource-scheduling process?

  A. Determining staffing requirements based on projected volume and service levels

  B. Setting staff schedules to fit with individual start/finish times

  C. Ensuring 24 hour shift staffing is at a standard level

  D. Providing an accurate call volume forecast for every shift and person

  Correct Answer: A

• Question 78:

  Which of these options is NOT a variable used to determine which support delivery methods are most appropriate?

  A. The complexity of the Incidents or Service Requests

  B. The stipulations of the SLA

  C. The effectiveness of Knowledge Management

  D. The Service Desks KPIs

  Correct Answer: D

• Question 79:

  Which of these options is the most important reason for a Service Desk Manager to take regular call measurements?

  A. To measure the number of contributions to the SKMS

  B. To measure how the team is performing overall

  C. To measure users knowledge levels

  D. To measure improvements in customers knowledge

  Correct Answer: B

• Question 80:

  Which of these options is a common mechanism for call monitoring?

  A. ITSM software systems

  B. IVR and ACD systems

  C. Listening in on calls

  D. Time recording

  Correct Answer: C