SDI SDI Certifications SD0-302 Questions & Answers

• Question 81:

  Which of these options is NOT a Service Desk model you might consider implementing?

  A. Real-Time, Call back, Dispatch

  B. Virtual, Centralised, Decentralised

  C. Unskilled, Skilled, Expert

  D. Skilled, Insourced, Outsourced

  Correct Answer: D

• Question 82:

  Which statement most accurately reflects some of the benefits of call monitoring?

  A. It provides training, mentoring and identification of service level management opportunities

  B. it identifies training needs, performance needs and identification of marketing opportunities

  C. It provides staff feedback, mentoring opportunities and identification of training opportunities

  D. It verifies user perception, technical knowledge and training opportunities

  Correct Answer: C

• Question 83:

  Which of the options best describes a principal benefit of Incident Monitoring?

  A. It provides quality and service assurance for users and the Service Desk

  B. It reviews the Incident with the analysts to help develop user education

  C. It identifies opportunities for reduction in Incident volumes

  D. It allows the Service Desk to deal with situations reactively

  Correct Answer: A

• Question 84:

  Why is Incident monitoring a valuable Service Desk activity?

  A. It can help to avoid SLA breaches

  B. It can support the delivery of useful metrics

  C. It can facilitate knowledge creation

  D. It can help to improve error control

  Correct Answer: A

• Question 85:

  If you were seeking to monitor the quality of your Incident Monitoring, which of these options best describes a suitable method?

  A. Matching individual Incident responses against SLA performance levels

  B. Following up calls with users and 2nd level support for every call

  C. Conducting an online review with the analyst after the Incident is closed

  D. Reviewing Incident performance across the industry for comparison

  Correct Answer: C

• Question 86:

  Which of these options best describes a benefit of benchmarking?

  A. It facilitates the Service Desk recruitment process

  B. It facilitates the creation of Service Desk teams

  C. It facilitates the creation of Service Desk disciplinary processes

  D. It facilitates Service Desk best practices

  Correct Answer: D

• Question 87:

  What are two common types of benchmarking?

  A. Industry and panacea

  B. Market-based and peer-group

  C. Industry and peer-group

  D. Panacea and market-based

  Correct Answer: C

• Question 88:

  What might be one purpose of a QA programme?

  A. To address service management process issues

  B. To address service performance that is not meeting expectations

  C. To address technical service delivery issues

  D. To address internal cultural issues

  Correct Answer: B

• Question 89:

  Which of these options would you regard as a common Quality Assurance practice?

  A. A monthly visit to all customer locations

  B. A one-off mystery shopping exercise

  C. A review of service usage statistics

  D. A focus group meeting

  Correct Answer: D

• Question 90:

  Which of these definitions best describes the value of benchmarking in a Service Desk environment?

  A. To provide meaningful and readily implemented improvement recommendations

  B. To see how successful the Service Desk is compared to others

  C. To achieve industry leading status for the Service Desk

  D. To demonstrate the Service Desks value to management

  Correct Answer: A