SDI SD0-302 Online Practice Questions and Exam Preparation

SDI SD0-302 Online Questions & Answers

• Question 111:

  Your IT director has told you that your team must follow best practice. What is a major benefit of so doing?

  A. Customers and employees will feel more satisfied with the service provided by your team
  B. Senior management meetings will not dwell on the failings of your team
  C. The speed of resolution becomes the sole focus of everyones attention
  D. Team members are less likely to be involved in cross-department projects
  A. Customers and employees will feel more satisfied with the service provided by your team

• Question 112:

  Which of the following is NOT one of the principal Service Asset and Configuration Management activities?

  A. Carrying out asset audits and verifications
  B. Identifying and recording Configuration Items at the appropriate level
  C. Identifying and defining relationship and dependencies between Configuration Items
  D. Identifying the key components in the Configuration Plan
  D. Identifying the key components in the Configuration Plan

• Question 113:

  You believe that a happy workforce is productive, and that if people are happy they will be less likely to look for other employment. Which of these options is a method you can use for understanding the levels of satisfaction in your team?

  A. Provide a counselling service at the workplace and monitor how many of your team use it
  B. Have an office that is away from your team's area so that they won't feel you are spying on them
  C. Organise regular one-to-ones with your manager to let him/her know how everyone is doing
  D. Observe how your team is performing on a day-to-day, week-by-week basis
  D. Observe how your team is performing on a day-to-day, week-by-week basis

• Question 114:

  Which of these options is an appropriate SLM Metric?

  A. Costs of delivering SLAs
  B. Hierarchical escalations
  C. Reason for failure reports
  D. Incident Management reports
  C. Reason for failure reports

• Question 115:

  Which one of these options would be a feature of effective management?

  A. Delivery of work as required
  B. High levels of personal care
  C. Strict adherence to processes
  D. Focus on tactical goals
  A. Delivery of work as required

• Question 116:

  Which of these options would create a positive working environment?

  A. Pay some of your team at very high salary levels
  B. Ensure that staff are always given positive messages
  C. Offering varying KPIs and standards to staff
  D. Create a sense of belonging in the team
  D. Create a sense of belonging in the team

• Question 117:

  What is a primary purpose of a customer satisfaction survey?

  A. To identify what service providers can provide
  B. To identify new trends in survey techniques
  C. To identify what IT feels is important
  D. To identify what users feel is important
  D. To identify what users feel is important

• Question 118:

  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
  B. AVR, E-talk and Wikis

• Question 119:

  As a Service Desk manager you need to have good planning skills. Which of these options is a key element of the planning process?

  A. Allocation of schedules and budgets
  B. Defining your role and the Service Desks mission
  C. Setting goals and objectives
  D. Using SMART methodology and setting short-term objectives
  C. Setting goals and objectives

• Question 120:

  Which of these options is a benefit of right-sourcing?

  A. It enables the utilisation of effective external options
  B. It enables the correct cultural mix within the workplace
  C. It eliminates the culture of waste in the organisation
  D. It meets team objectives by improving IT services
  A. It enables the utilisation of effective external options