SDI SD0-302 Online Practice Questions and Exam Preparation

SDI SD0-302 Online Questions & Answers

• Question 101:

  You are trying to promote the Service Desk through a variety of recognized and effective channels. Which of these statements best describes a channel to use?

  A. Articles in the local newspaper and Have a Go days
  B. Open house days and distributing Service Desk fliers
  C. Distributing free pens and Service Desk induction training
  D. Induction training and team-building away days
  B. Open house days and distributing Service Desk fliers

• Question 102:

  Which of these options is a key management/operational metric for Release and Deployment Management?

  A. Number of user errors
  B. Number of authorised Changes
  C. Number of back-outs required
  D. Number of implemented Changes
  C. Number of back-outs required

• Question 103:

  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
  C. Better integration and consistency of service delivery and operations

• Question 104:

  Which of these options is the best description of right-sourcing?

  A. A number of providers in competition for out-sourced services
  B. A single provider delivering all of an organizations services
  C. A number of providers delivering all of an organizations services
  D. A number of providers providing some of an organizations services
  D. A number of providers providing some of an organizations services

• Question 105:

  One of your analysts has asked you what ITIL is. Which of these options is the best explanation you could give him/her?

  A. It is worldwide best practice and offers guidance for designing, planning, delivering and managing IT Services and Support and it aligns with ISO/IEC 20000
  B. It is worldwide methodology for best practice for all IT Services and Support and it aligns with ISO 9000
  C. It is worldwide methodology for guidance in design, planning and delivering IT projects and it aligns with ISO 15000
  D. It is worldwide best practice for the implementation of IT Business strategies and it aligns with IEC/IEC 20000
  A. It is worldwide best practice and offers guidance for designing, planning, delivering and managing IT Services and Support and it aligns with ISO/IEC 20000

• Question 106:

  Which option best describes strategic awareness? Strategic awareness is...

  A. Understanding how IT services contribute to meeting organisational goals
  B. Understanding the intention of the tactical plans of the organisation
  C. Understanding how to acquire knowledge of the organisations operational plans
  D. Understanding the day-to-day goals and objectives of the organisation
  A. Understanding how IT services contribute to meeting organisational goals

• Question 107:

  When would you typically expect to use position profiling?

  A. When working on a project team
  B. When planning a technical demonstration
  C. When attending a team planning meeting
  D. When identifying team development needs
  D. When identifying team development needs

• Question 108:

  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
  D. A focus group meeting

• Question 109:

  Which of these options is a suitable technique for dealing with stress?

  A. Primal team scream
  B. A mix of work and outside activities
  C. Shouting when off the phone
  D. Sticking to agreed procedures
  A. Primal team scream

• Question 110:

  You are about to attend what could be a difficult meeting with other IT team managers. You are aware that you will have to negotiate skilfully to achieve a successful outcome; what is the best skill you can employ that will help you do this?

  A. Use NLP to get everyone round to thinking the way you want them to
  B. Understand that everyone is unique and will have a different perspective
  C. Suggest that the IT Director should be the one to make the final decision
  D. Maintain your position when others contradict it
  B. Understand that everyone is unique and will have a different perspective