SDI SD0-302 Online Practice Questions and Exam Preparation

SDI SD0-302 Online Questions & Answers

• Question 131:

  You are meeting with your manager to request a proper budget for your Service Desk training plan.

  You have worked hard to structure it effectively and efficiently but now you have to sell it to your manager. You know that you have to convince her of the benefits of a structured approach to training; which of these options best describes one of the benefits?

  A. There will be a noticeable improvement in the consistency and productivity of the team
  B. You can re-use an existing training manual to save time and effort
  C. Your training plan ensures that the analysts will be highly employable
  D. The training you want to provide will cost more but the outcomes will be worth it
  A. There will be a noticeable improvement in the consistency and productivity of the team

• Question 132:

  Which of these would NOT be a key objective of electronic support delivery tools in a Service Desk environment?

  A. It is cost effective
  B. It leads to fewer escalated calls
  C. It enables users to learn how to resolve certain Incidents
  D. It enables second and third level support teams to be less involved with simple problems
  D. It enables second and third level support teams to be less involved with simple problems

• Question 133:

  What is a main Service Desk responsibility in the Incident Management Process?

  A. Managing communications with users and customers
  B. Ensuring a fast telephone response
  C. Keeping analysts productive
  D. Identifying and resolving underlying issues
  A. Managing communications with users and customers

• Question 134:

  Which of these options best describes a common benefit of IT Change Management?

  A. It provides a flexible method for approving and analysing Changes
  B. It increases the visibility and communication of downtime
  C. It protects the business environment by minimising disruptions
  D. It prevents forward scheduling of Changes
  C. It protects the business environment by minimising disruptions

• Question 135:

  Which of these options would you use to support changing business demands?

  A. Change planning
  B. Resource planning
  C. Continuity planning
  D. Contingency planning
  B. Resource planning

• Question 136:

  Which of these options is a best practice to follow when you are taking actions that will affect other departments or teams?

  A. Give serious consideration to what people will think of you if your ideas do not work
  B. Discuss with other managers to identify the possible effects of your actions on others
  C. Implement your ideas as soon as you have decided on the best course of action
  D. Make a presentation to other teams letting them know what you have done
  B. Discuss with other managers to identify the possible effects of your actions on others

• Question 137:

  Which of these options is NOT a good reason for holding a team meeting?

  A. Planning purposes
  B. Disseminating information
  C. Discussing an individual's performance
  D. Identifying team performance improvement areas
  C. Discussing an individual's performance

• Question 138:

  Which of these options is the best way in which you can use formal or informal networks to help develop your ideas?

  A. Recommend holding off-site meetings in a local pub
  B. Develop scenarios that will demonstrate how your suggestions and plans will raise every ones profiles
  C. Hold meetings with stakeholders to obtain their support for your proposals
  D. Hold meetings with your team to discuss aspects of your proposals
  C. Hold meetings with stakeholders to obtain their support for your proposals

• Question 139:

  Which of the following options is an effective listening skill?

  A. Maintain a neutral facial expression
  B. Interrupt when you feel you have something important to say
  C. Close your eyes to concentrate better
  D. Take notes but do not write constantly
  D. Take notes but do not write constantly

• Question 140:

  Which of the following is a Problem Management activity?

  A. Reactive support
  B. Error Control
  C. SLA analysis
  D. First contact resolution
  B. Error Control