SDI SD0-302 Online Practice Questions and Exam Preparation

SDI SD0-302 Online Questions & Answers

• Question 151:

  What metrics would you NOT expect to come from the Incident Management process?

  A. Incidents outstanding by resolver group
  B. Number of Incidents closed on the first call
  C. Number of escalations logged in the Incident lifecycle
  D. Percentage of Incidents resolved out-of-hours
  D. Percentage of Incidents resolved out-of-hours

• Question 152:

  You are planning a promotion campaign to raise customer awareness of the Service Desk and the benefits it brings to the business. Which of these activities would be most effective in doing this?

  A. Offer customers the opportunity to experience life on the Service Desk
  B. Provide induction training and team-building away-days
  C. Give all customers a stress ball with Service Desk contact details printed on it
  D. Schedule your staff to floor walk at regular intervals
  D. Schedule your staff to floor walk at regular intervals

• Question 153:

  As a Service Desk Manager, which option best describes one of your key obligations?

  A. Writing and agreeing SLAs
  B. Developing Problem Management across IT
  C. Aligning Service Desk goals with those of the organisation
  D. Ensuring that staff welfare takes overall priority
  C. Aligning Service Desk goals with those of the organisation

• Question 154:

  Which is a benefit of telephone support in a Service Desk?

  A. Staff can identify customer's emotions as well as the facts
  B. Staff can drive customers to take specific remedial actions
  C. Customers feel that they can offload their emotions
  D. Customers can be appeased more easily
  A. Staff can identify customer's emotions as well as the facts

• Question 155:

  In your opinion, which of these statements best describes the Service Desks responsibilities in relation to the Risk Management process?

  A. It inputs key service requirements that would increase or decrease risk
  B. It inputs information from users on risky situations occurring in their areas
  C. It assesses risk on behalf of the IT services organisation
  D. It evaluates new services for business risk
  A. It inputs key service requirements that would increase or decrease risk

• Question 156:

  As a Service Desk manager, which of these options would you suggest is a way for you to contribute to IT and business objectives?

  A. Tell management about every Incident that occurs
  B. Provide suggestions on how to improve IT services
  C. Identify new business opportunities D. Market the successes of the IT organisation
  B. Provide suggestions on how to improve IT services

• Question 157:

  You are about to make a presentation to the Board to agree to the use of Computer Telephony Integration in your Service Desk. Which of the options listed will best explain the purpose of CTI?

  A. It will ensure firm rules are applied to priority allocation for users incidents
  B. It will ensure that agents have all the users details instantly available
  C. It will make the call management process more efficient
  D. It will enable you to keep an eye on what your team is doing
  C. It will make the call management process more efficient

• Question 158:

  You need to work with your suppliers to improve the costs and terms of the contract. What type of person makes a good negotiator?

  A. A problem solver
  B. A quality-driven person
  C. A tough, uncompromising type
  D. A creative person
  A. A problem solver

• Question 159:

  How could you demonstrate that you are maintaining a balanced and positive outlook?

  A. By having regular social events with all staff
  B. By sharing problems and concerns with friends or advisers
  C. By holding weekly motivational meetings
  D. By having dress-down days on a Friday
  B. By sharing problems and concerns with friends or advisers

• Question 160:

  If you had to select a benefit of an ACD from this list, which would you choose?

  A. It will help reduce the number of low priority calls handled
  B. It will help reduce the amount of time spent on each call
  C. It will help with call management techniques such as skills-based routing
  D. It will help to keep the technology up to date within industry best practice
  C. It will help with call management techniques such as skills-based routing