SDI SD0-302 Online Practice Questions and Exam Preparation

SDI SD0-302 Online Questions & Answers

• Question 181:

  Which of these options best describes a typical friendly and supportive workplace environment?

  A. Competitiveness is demonstrated between team members
  B. It is very carefully and tightly managed
  C. It has a diverse blend of team members
  D. It has technical and highly-skilled team members
  C. It has a diverse blend of team members

• Question 182:

  What might be one purpose of a QA programme?

  A. To address service management process issues
  B. To address service performance that is not meeting expectations
  C. To address technical service delivery issues
  D. To address internal cultural issues
  B. To address service performance that is not meeting expectations

• Question 183:

  You have recently been promoted to Service Desk Manager and you are keen to show how much you wish to succeed in this role. Which statement best describes some of the skills that will help you to succeed?

  A. Excellent influencing skills, exemplary debating and creative writing skills
  B. A University Degree in Computer Sciences and strong negotiating skills
  C. Strong team building skills, excellent people-management and communication skills
  D. Time management skills excellent technical and analytical skills
  C. Strong team building skills, excellent people-management and communication skills

• Question 184:

  Which option best describes a purpose of Organisational Change Management?

  A. To minimise the risk and interruption to users and services
  B. To understand the impact of every change to IT services
  C. To ensure that processes and procedures are kept constantly in alignment
  D. To prevent abuse of the Change Management process by rogue emergency changes
  A. To minimise the risk and interruption to users and services

• Question 185:

  Which option is the best description of Return on Investment (ROI)?

  A. It is a method used to calculate the expected lifecycle of a product
  B. It is an assessment of costs and profits
  C. It is an assessment of costs and benefits
  D. It is a method used to determine the percentage of profit to be reinvested
  C. It is an assessment of costs and benefits

• Question 186:

  A successful project plan will always include:

  A. Stakeholder resources and well defined roles and responsibilities
  B. Co-ordinated resources and costs which are estimated and tracked
  C. Identified deliverables and occasional project meetings and reviews
  D. Multiple dependencies and a documented Project Management methodology
  B. Co-ordinated resources and costs which are estimated and tracked

• Question 187:

  If you have built a successful and effective team, what would be one of the greatest benefits you would see?

  A. Staff spend time together in the pub or outside work as well
  B. Senior management notice and praise the buzz in your office
  C. The team is more motivated and there is higher morale
  D. Customer gives better feedback scores from surveys
  C. The team is more motivated and there is higher morale

• Question 188:

  Which of these would NOT be a good way to recognise and reward staff?

  A. Highlighting individual and team contributions individually and publicly
  B. Having consistent, fair and equitable recognition and reward programmes
  C. Reinforcing and recognising desired behaviours in a timely manner
  D. Working towards achieving the highest performance rating in the organisation every year
  D. Working towards achieving the highest performance rating in the organisation every year

• Question 189:

  You have a new member of staff starting on the Service Desk and you are planning to spend some time mentoring them. Which option best describes the first step you should take in this process?

  A. Review individual analyst KPIs
  B. Define your mentoring plan for the staff member
  C. Assess the employees abilities, competencies and commitment level
  D. Prepare a training and development plan for them
  C. Assess the employees abilities, competencies and commitment level

• Question 190:

  Which Service Desk service delivery channel identifies when an Incident has occurred and automatically initiates remedial action?

  A. Self-service
  B. Self-healing
  C. Self-help
  D. Remote support
  B. Self-healing