SDI SD0-302 Online Practice Questions and Exam Preparation

SDI SD0-302 Online Questions & Answers

• Question 11:

  Which of the following options would NOT be essential in helping you to manage your stakeholders expectations?

  A. Specifying individual service feedback mechanisms
  B. Creating a Service Catalogue with service offerings clearly defined
  C. Defining service levels that balance resources and capabilities with business requirements
  D. Offering multiple channels to provide information about the Service Desk
  A. Specifying individual service feedback mechanisms

• Question 12:

  Which statement most accurately reflects some of the benefits of call monitoring?

  A. It provides training, mentoring and identification of service level management opportunities
  B. it identifies training needs, performance needs and identification of marketing opportunities
  C. It provides staff feedback, mentoring opportunities and identification of training opportunities
  D. It verifies user perception, technical knowledge and training opportunities
  C. It provides staff feedback, mentoring opportunities and identification of training opportunities

• Question 13:

  If you choose to implement a formal standard rather than a best practice, which would be the best description of the difference?

  A. A best practice does not need evidence to prove progress, a formal standard does
  B. A formal standard may not be ITIL compliant, a best practice would be
  C. A best practice demonstrates good governance, a formal standard demonstrates adherence
  D. Best practice does not include ISO/IEC 20000, a formal standard includes ITIL
  A. A best practice does not need evidence to prove progress, a formal standard does

• Question 14:

  You have been working closely with your organizations Service Level Manager and s/he has asked you to prepare a presentation that can be delivered to internal IT teams on the value and benefits of having an SLM process in place. Which of these options best describes one of the benefits?

  A. Users have freedom of choice about which IT teams they will work with
  B. There are clearly defined IT procedures that are now enforceable
  C. There are clearly defined penalties for customers and providers if responsibilities are not met
  D. Specific customer needs are known, enabling IT to prioritise and plan
  D. Specific customer needs are known, enabling IT to prioritise and plan

• Question 15:

  You have been tasked to select an IT Service Management tool, which of these options is a benefit you would use to justify the expenditure?

  A. It is a competitive tool that helps to boost organisational success
  B. It is an essential to ensure that the image of the Service Desk is enhanced
  C. It ensures that the cost per Incident handled is reduced
  D. It delivers consistent metrics and reporting on service performance
  D. It delivers consistent metrics and reporting on service performance

• Question 16:

  Which of these options would be an appropriate channel of communication to discuss team performance?

  A. A peer-group meeting
  B. An informal discussion by the water cooler
  C. A one-on-one appraisal meeting
  D. A meeting after work in a social setting
  A. A peer-group meeting

• Question 17:

  Which of these options is a step in the resource-scheduling process?

  A. Determining staffing requirements based on projected volume and service levels
  B. Setting staff schedules to fit with individual start/finish times
  C. Ensuring 24 hour shift staffing is at a standard level
  D. Providing an accurate call volume forecast for every shift and person
  A. Determining staffing requirements based on projected volume and service levels

• Question 18:

  Which option best describes the expectations of the Service Desk's users?

  A. They have confidence that the Service Desk is in control of their Incident or Service Request when speaking to a senior team member
  B. Their incident is professionally managed and they receive consistent and courteous service
  C. Their Incidents are resolved very quickly and they are periodically informed of progress
  D. They are provided with good decision data and feedback on all their Incidents
  B. Their incident is professionally managed and they receive consistent and courteous service

• Question 19:

  Communicating the vision and direction to the Service Desk, and motivating and mentoring staff are characteristics that demonstrate which of these options?

  A. Management style
  B. Creativity
  C. Customer Service
  D. Leadership
  D. Leadership

• Question 20:

  Which of these options is a requirement of Release Management?

  A. Service Desk involvement in the design and build process of the development lifecycle
  B. Service Desk involvement in the development process so that it can provide appropriate support for new systems
  C. Service Desk involvement in reviewing new system specifications
  D. Service Desk involvement in reviewing project plans
  B. Service Desk involvement in the development process so that it can provide appropriate support for new systems