SDI SD0-302 Online Practice Questions and Exam Preparation

SDI SD0-302 Online Questions & Answers

• Question 1:

  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
  C. Ensure that you follow your organizations recruitment process

• Question 2:

  Your team leaders act as coaches to their team members. Which option best explains why effective coaching is so beneficial to the organization?

  A. It allows the coaches to develop their coachee the way they think is best
  B. It improves the quality of customer service provided to users
  C. It creates an instant rapport with staff
  D. It offers an opportunity for the coachee to raise sensitive issues
  B. It improves the quality of customer service provided to users

• Question 3:

  If you are looking to gather further information to help resolve a users issue, which of these options would it NOT be appropriate to use?

  A. Structured questioning of users by an analyst
  B. One-way information provided by a user
  C. One-to-one interviews with all Service Desk staff
  D. Unstructured free-form questioning by an analyst
  C. One-to-one interviews with all Service Desk staff

• Question 4:

  If you were providing a list of key performance indicators for the Incident Management process, which of these options would you include?

  A. Cost per Incident/Service Request
  B. Frequency of technical Incidents
  C. Incidents submitted by individual users
  D. Percentage of Incidents resolved out-of-hours
  A. Cost per Incident/Service Request

• Question 5:

  You need to get a project and its budget approved by your board, which of these options would be the most appropriate action to take?

  A. Ensure that all stakeholders are sent regular operational reports about the project
  B. Organize a conference for board members to discuss the project in detail
  C. Build a business-based project plan to present to senior management
  D. Write a full report on your opinion of the project and those responsible
  C. Build a business-based project plan to present to senior management

• Question 6:

  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
  D. On-site support

• Question 7:

  As part of an investigation into outsourcing, which of the following would be a major consideration for the SLA?

  A. Legal terms and covenants
  B. Management policies
  C. SACM details
  D. Reviews and their frequency
  D. Reviews and their frequency

• Question 8:

  Identify one of the Service Desks responsibilities in its relationship with the IT Service Continuity Management process

  A. It develops a Service Desk Disaster Recovery Plan in order to provide support post emergency
  B. It ensures that the Service Continuity Plan is regularly tested
  C. It ensures that the off-site disaster recovery location is adequately assessed for risk
  D. It develops Data Continuity Plans to support the Disaster Recovery Plan
  A. It develops a Service Desk Disaster Recovery Plan in order to provide support post emergency

• Question 9:

  You are part of a team tasked with managing an Organizational Change within your support environment. What should the team do to ensure this change is successful?

  A. Implement rapid amendments to the plan. (Would this work any better?)
  B. Develop a probability to reality projection plan
  C. Recognize the importance of allowing long-serving staff to determine where they will sit
  D. Have a well-constructed communications plan
  D. Have a well-constructed communications plan

• Question 10:

  Which of these options is NOT a benefit of the Problem Management process?

  A. It improves productivity of the business and IT
  B. It removes the need for SLAs
  C. It reduces the time to resolve Incidents
  D. It increases first contact resolutions
  B. It removes the need for SLAs