SDI SD0-302 Online Practice Questions and Exam Preparation

SDI SD0-302 Online Questions & Answers

• Question 91:

  If you were establishing a Problem Management process in your organization, which of the following would be one of your primary objectives?

  A. To eliminate all Problems over time
  B. To prevent Incidents developing into Problems
  C. To eliminate the occurrence of all user-related Problems
  D. To minimise the impact of Incidents that cannot be prevented
  B. To prevent Incidents developing into Problems

• Question 92:

  Which of these options would be considered a Problem Management KPI?

  A. Service Desk SLAs being met
  B. Number of escalations
  C. Increased Incident resolution
  D. Reduced numbers of Incidents
  D. Reduced numbers of Incidents

• Question 93:

  Which process is responsible for tracking and reporting the value and ownership of financial assets?

  A. Financial Management for IT Services
  B. IT Service Continuity Management
  C. Information Technology Procurement
  D. Service Asset and Configuration Management
  D. Service Asset and Configuration Management

• Question 94:

  Which of these options best describes the value of adopting a resource-planning model?

  A. It helps even out the handling of calls across the day or shift
  B. It quantifies the staffing required to meet SLA and business needs
  C. It provides a sound recruitment base for consistent staffing
  D. It boosts staff retention
  B. It quantifies the staffing required to meet SLA and business needs

• Question 95:

  Which type of survey would you use to evaluate the success of your recent implementation of selflogging for users?

  A. A one-off survey
  B. A periodic survey
  C. A performance survey
  D. An event survey
  A. A one-off survey

• Question 96:

  Which of these options is a primary objective of the Service Asset and Configuration Management process?

  A. To record the ownership of every item of hardware and software in the asset base
  B. To ensure that IT services, assets, resources and processes are properly managed and maintained
  C. To clearly identify the business dependencies of each inventory item
  D. To map assets into a clear network infrastructure diagram
  B. To ensure that IT services, assets, resources and processes are properly managed and maintained

• Question 97:

  What is the best definition of in-sourcing?

  A. Using a 3rd party to provide services previously provided by your own staff
  B. Bringing a previously out-sourced service back to your organisation
  C. Bringing a 3rd party onto your premises to deliver a service
  D. Bringing contractors onto your premises to deliver certain services
  B. Bringing a previously out-sourced service back to your organisation

• Question 98:

  Which of these options best describes the purpose of an SLA?

  A. To ensure that supplier service targets are documented and agreed
  B. To ensure that user service targets are documented and agreed
  C. To ensure that revolver groups service targets are documented and agreed
  D. To ensure that Service Desk KPIs are documented and agreed
  B. To ensure that user service targets are documented and agreed

• Question 99:

  The Service Desk has a strategic role to play within an organization, which of these options best describes a method you could use to ensure that you are able to develop clear, insightful strategies?

  A. Understand and communicate how the Service Desk assists the organization in meeting its team objectives
  B. Familiarize yourself with the goals and objectives of other organizations
  C. A best practice demonstrates good governance, a formal standard demonstrates adherence
  D. Network with people in other organizations and within the support industry and your communities
  D. Network with people in other organizations and within the support industry and your communities

• Question 100:

  You are explaining the role of the Service Desk to your new analysts. Which of these options best describes one of the key requirements?

  A. The Service Desks role is to provide a high-quality service promptly and consistently
  B. The Service Desks role is to resolve users Problems and record all Change Requests
  C. The Service Desks role is to initiate other support teams into the Standard Operating Procedures of the Service Desk
  D. The Service Desks role is to act as a single point of contact for all organisational enquiries
  A. The Service Desks role is to provide a high-quality service promptly and consistently