SDI SD0-302 Online Practice Questions and Exam Preparation

SDI SD0-302 Online Questions & Answers

• Question 141:

  Which of these options best describes one of the purposes of using electronic support tools?

  A. It saves the need to physically assist users to fix issues
  B. It saves the cost of a person being involved
  C. It is more user-friendly to work through issues on screen together
  D. It quickly restores users to a functioning state
  D. It quickly restores users to a functioning state

• Question 142:

  What is the value of telephone support in a Service Desk?

  A. First contact resolution
  B. Increased turnaround times
  C. Reduced abandon rate
  D. Skills-based routing
  A. First contact resolution

• Question 143:

  Which of these options is NOT a responsibility of the Service Desk?

  A. Developing and implementing Service Desk goals that integrate with business objectives
  B. Representing the IT organisation to its users
  C. Maintaining the highest level of productive IT time for users in accordance with the SLA
  D. Providing the user with root cause analysis for Incidents resolved at first level
  D. Providing the user with root cause analysis for Incidents resolved at first level

• Question 144:

  Which of the following is a key objective of the IT Service Continuity Management (ITSCM) process?

  A. To eliminate single points of contact for services
  B. To eliminate single points of failure for services
  C. To remove critical resources for services
  D. To remove long term workarounds for services
  B. To eliminate single points of failure for services

• Question 145:

  Which option best describes one of the Service Desks responsibilities in relation to Knowledge Management?

  A. It should understand the composition of the knowledgebase and advise on its development
  B. It should insist that users use the self-help options available to maximise the use of the knowledgebase
  C. It should provide feedback on the relative value of knowledge items and available information
  D. It should update the knowledge base after every problem closure
  C. It should provide feedback on the relative value of knowledge items and available information

• Question 146:

  Which of these options best describes a common issue encountered when implementing IT Service Management tools?

  A. Too much time is spent on tracking cultural issues to ensure success
  B. There is a lack of management information
  C. The choice of available tools is too wide
  D. Systems can be considered as relevant only to the Service Desk
  D. Systems can be considered as relevant only to the Service Desk

• Question 147:

  Which of these would be the most valid definition of stress?

  A. Stress is an individuals natural reaction to a crisis like a family tragedy
  B. Stress is an individuals natural reaction to situations involving change
  C. Stress is an individuals natural reaction to new members joining the team
  D. Stress is an individuals natural reaction to situations of great joy or excitement
  B. Stress is an individuals natural reaction to situations involving change

• Question 148:

  Which of these options most closely represents the overall mission of the Service Desk?

  A. to promote the use of self-help tools and drive down support costs
  B. to provide high-quality and consistent user and technical support
  C. to continually improve the quality of IT services
  D. to present the best possible public image to customers and users
  B. to provide high-quality and consistent user and technical support

• Question 149:

  Which process involves recognizing how to anticipate problems, develop contingency plans and sustain progress?

  A. Incident Management
  B. Problem Management
  C. Issue Management
  D. Risk Management
  D. Risk Management

• Question 150:

  Your manager is concerned that the relationships between the Service Desk and some other areas of

  IT are not as good as they could be. S/he has asked you to suggest some initiatives to improve the situation; which of the following would you suggest?

  A. Recognise and publish the achievements of your staff to promote the Service Desk
  B. Offer to write supporting mission statements for the other teams
  C. Understand the roles and responsibilities that teams have in meeting IT services and business objectives
  D. Establish regularly scheduled meetings between key Service Desk staff and key customer representatives
  C. Understand the roles and responsibilities that teams have in meeting IT services and business objectives