SDI SD0-302 Online Practice Questions and Exam Preparation

SDI SD0-302 Online Questions & Answers

• Question 171:

  Which of these options best describes an aspect of Knowledge Management?

  A. The process through which an organization develops its intellectual ability
  B. The process through which an organization develops its intellectual quality
  C. The process through which an organization generates value from its configuration assets
  D. The process through which an organization generates value from its intellectual assets
  D. The process through which an organization generates value from its intellectual assets

• Question 172:

  Which of these options would NOT be a typical characteristic of a good leader?

  A. Making decisions, even unpopular ones
  B. Effectively delegating tasks
  C. Making inspirational and motivational speeches
  D. Having excellent communication skills
  C. Making inspirational and motivational speeches

• Question 173:

  Which parties would generally be represented in an Underpinning Contract (UC)?

  A. The Service Desk and external 3rd parties
  B. The user and external 3rd parties
  C. The Service Desk and 2nd level support
  D. 2nd level support and the user
  A. The Service Desk and external 3rd parties

• Question 174:

  Which of these options would be a management activity in directing, controlling and co ordinating activities?

  A. Providing guidance to staff when needed
  B. Providing an efficient ergonomic office environment
  C. Developing and documenting staff management procedures
  D. Developing and implementing an effective IT platform
  A. Providing guidance to staff when needed

• Question 175:

  Which of these options would be an advantage you could confidently highlight when recommending outsourcing to your organization?

  A. It will facilitate improved staffing flexibility
  B. It will eliminate staffing problems
  C. It will improve the profitability of the organization
  D. It will improve service performance
  A. It will facilitate improved staffing flexibility

• Question 176:

  Which option best describes some common issues encountered when implementing an ACD system?

  A. Customer resistance and too much focus on call waiting times
  B. Customer resistance and too much focus on hunt groups
  C. Customer resistance and too much focus on operational statistics
  D. Customer resistance and too much focus on SLAs
  C. Customer resistance and too much focus on operational statistics

• Question 177:

  What is the Service Desks involvement with the Service Asset and Configuration Management process?

  A. The SACM is the central control mechanism for Problem Management
  B. The SACM is used to support accurate Incident diagnosis
  C. The SACM can be used to help resolve Incidents quickly
  D. The Service Desk creates SACM records to assist in Problem resolution
  B. The SACM is used to support accurate Incident diagnosis

• Question 178:

  Which of these options is NOT a Service Desk model you might consider implementing?

  A. Real-Time, Call back, Dispatch
  B. Virtual, Centralised, Decentralised
  C. Unskilled, Skilled, Expert
  D. Skilled, Insourced, Outsourced
  D. Skilled, Insourced, Outsourced

• Question 179:

  Which option best identifies a way to continually keep staff developing their skills?

  A. Give everyone varied tasks each week
  B. Ensure staff have regular outside training
  C. Give all staff an equal career development budget
  D. Ensure we learn from each failure
  D. Ensure we learn from each failure

• Question 180:

  What are two common types of benchmarking?

  A. Industry and panacea
  B. Market-based and peer-group
  C. Industry and peer-group
  D. Panacea and market-based
  C. Industry and peer-group