SDI SD0-302 Online Practice Questions and Exam Preparation

SDI SD0-302 Online Questions & Answers

• Question 161:

  You want to develop your career and position within the organisation, what steps could you take to improve your profile and influence?

  A. Take the initiative in all business decisions
  B. Display your acumen through strong judgement and decision making
  C. Always ensure that your opinion is heard at meetings
  D. Delegate as much of your work as possible
  B. Display your acumen through strong judgement and decision making

• Question 162:

  If you are outsourcing your support operation, which of these Service Level issues should be considered?

  A. Clarity on penalties and performance levels
  B. Internal end-to-end OLAs and penalties
  C. The salaries of staff to be transferred
  D. The capabilities of the outsourcers ITSM system
  A. Clarity on penalties and performance levels

• Question 163:

  Which of these options is NOT an objective of IT Service Management?

  A. Integration with business process
  B. Increased IT infrastructure and service reliability
  C. Cost reduction and resource expansion
  D. Improved user experience and communication
  C. Cost reduction and resource expansion

• Question 164:

  Which of these options best describes a set of procedures to be followed when developing an SKMS?

  A. Procedures to test the ongoing value of the information in the SKMS
  B. Procedures to test the ongoing value of changes to the SKMS
  C. Procedures to test the cost savings of the SKMS
  D. Procedures to test the content of the SKMS
  A. Procedures to test the ongoing value of the information in the SKMS

• Question 165:

  Typically, what might a vision statement identify for the Service Desk?

  A. Short-term goals
  B. Medium-term objectives
  C. Long-term goals
  D. Ongoing operational objectives
  C. Long-term goals

• Question 166:

  You are explaining the benefits of desk-side support to your new-starters. Which of these options best describes one of these benefits?

  A. It gives the analyst a clearer understanding of the users situation
  B. It establishes better rapport with second-line analysts
  C. It enables the analyst to demonstrate their knowledge and skills to the user
  D. It offers opportunities to create new power-users
  A. It gives the analyst a clearer understanding of the users situation

• Question 167:

  Which of these options would be a practical way to gain an understanding of other countries cultures?

  A. Study the religion practised in the region surrounding the country
  B. Take a course in international business or cross-cultural studies
  C. Travel to several countries in the area of the country
  D. Read travel books about the country
  B. Take a course in international business or cross-cultural studies

• Question 168:

  Which of these options is NOT a variable used to determine which support delivery methods are most appropriate?

  A. The complexity of the Incidents or Service Requests
  B. The stipulations of the SLA
  C. The effectiveness of Knowledge Management
  D. The Service Desks KPIs
  D. The Service Desks KPIs

• Question 169:

  Which of the following would be a clear benefit of mentoring?

  A. It strengthens an individual's self-development
  B. It enables individuals to carry out tasks more effectively
  C. It boosts an individual's knowledge of their industry
  D. It helps people work together better in a team
  A. It strengthens an individual's self-development

• Question 170:

  How does the Service Desk relate to the Service Level Management process? Select the option that most closely matches its responsibility.

  A. To deliver IT services to users
  B. To encourage other IT areas to observe the requirements of the SLA and OLAs
  C. To identify new services for inclusion in existing SLAs and OLAs
  D. To create user feedback reports relating to their business area
  B. To encourage other IT areas to observe the requirements of the SLA and OLAs