SDI SD0-302 Online Practice Questions and Exam Preparation

SDI SD0-302 Online Questions & Answers

• Question 121:

  Which of these options best describes a skill level required for desk-side support?

  A. Incident Management knowledge
  B. High levels of process development knowledge
  C. Basic level technical skills
  D. Management competency
  A. Incident Management knowledge

• Question 122:

  If you were explaining the Service Desks responsibilities in the Incident Management process, which of the following options would you include?

  A. Tracking, monitoring and chasing Incident progress
  B. Continually updating management on the volume of Incidents
  C. Resolving all customer/user Problems within the SLA times
  D. Providing feedback on how well 2nd and 3rd level support are progressing outstanding Incidents
  A. Tracking, monitoring and chasing Incident progress

• Question 123:

  You have been asked to introduce self-service tools for your Customers, but your staff are concerned that there may be some issues, why might this be?

  A. The functionality may not be available in your market-leading Service Management tool
  B. Everyone in IT might not use completely professional language when logging updates
  C. Its introduction may increase the volumes of telephone calls to the Service Desk
  D. Its use will negatively impact service level performance
  B. Everyone in IT might not use completely professional language when logging updates

• Question 124:

  Which of the following statements about Problem Management is correct?

  A. The Service Desk is not responsible for Problem Management but contributes by identifying recurring Incidents
  B. The Service Desk is not responsible for Problem Management but manages Major Incident reviews
  C. The Service Desk is responsible for Problem Management and may be required to work with technical teams to diagnose Problems
  D. The Service Desk is responsible for Problem Management and uses known errors to aid fast resolution
  A. The Service Desk is not responsible for Problem Management but contributes by identifying recurring Incidents

• Question 125:

  Your manager has asked you to undertake a PR exercise to promote the Service Desk to the business; which of these options would best describe your main objectives for this exercise?

  A. Educating users on the value of the Service Desk and the explaining the content of the SLA
  B. Increasing the visibility of the Service Desk and clarifying user responsibilities and benefits
  C. Raising user awareness of the Service Desks opening hours and providing job descriptions
  D. Dictating user behaviour and improving user satisfaction
  B. Increasing the visibility of the Service Desk and clarifying user responsibilities and benefits

• Question 126:

  Which of these options is a key component of a marketing programme?

  A. Defining the message and communicating to the relevant audience
  B. Identifying the key customers
  C. Targeting messages to all IT
  D. Communication to all stakeholders in a similar manner
  A. Defining the message and communicating to the relevant audience

• Question 127:

  What is the purpose of a Service Desk vision statement?

  A. To assist staff in achieving their dream goals in their future careers
  B. To help management see where the Service Desk is going strategically
  C. To keep the Service Desk in the forefront of user minds
  D. To ensure that all staff understand the vision and consistently work towards it
  D. To ensure that all staff understand the vision and consistently work towards it

• Question 128:

  On what criteria are IT risks assessed?

  A. The impact of unacceptable risks
  B. The impact of planned failures
  C. The impact on service if failure occurs
  D. The impact on service if risks are unplanned
  C. The impact on service if failure occurs

• Question 129:

  Which of these options is an objective of an ACD system?

  A. To record calls with users
  B. To log incidents according to priority
  C. To manage analyst performance and work load
  D. To control calls via an automated attendant
  C. To manage analyst performance and work load

• Question 130:

  Your Service Desk staff use the SKMS (Service Knowledge Management System) extensively. Which of these options best describes a benefit of having the SKMS available to them?

  A. It creates a silo approach for the availability of knowledge
  B. It provides new starters with induction training
  C. It reduces the number of incidents requiring escalation to other teams
  D. It offers opportunities for cross-training to take place
  C. It reduces the number of incidents requiring escalation to other teams