SDI SD0-302 Online Practice Questions and Exam Preparation

SDI SD0-302 Online Questions & Answers

• Question 191:

  Which of the following options would you NOT include in your SKMS?

  A. Books such as user guides and reference manuals
  B. List of problem users
  C. Personal experience
  D. User comments and feedback
  B. List of problem users

• Question 192:

  What is the purpose of on-site (desk-side) support in a Service Desk environment?

  A. To provide personal one-to-one support for every user
  B. To provide a support person on-site to resolve an Incident or Service Request
  C. To ensure rapid response for every user issue
  D. To ensure users are reassured that IT support is always close to hand
  B. To provide a support person on-site to resolve an Incident or Service Request

• Question 193:

  Using self-service as a delivery method in a Service Desk environment is often seen as a great step to reduce direct user contact costs which of the following is also a benefit of self-service?

  A. It can help to prevent users calling the Service Desk
  B. It can be used to log calls, service requests or Incidents, saving Service Desk time
  C. It can develop tailored tutorials to help users help themselves
  D. It can eliminate the need to provide feedback to users
  B. It can be used to log calls, service requests or Incidents, saving Service Desk time

• Question 194:

  Which option is a clear objective of having a Service Desk mission statement?

  A. To inform staff to follow procedures
  B. To get IT resolver groups working to clear OLAs
  C. To show IT management how the Service Desk is structured
  D. To obtain commitment and buy-in to the Service Desk
  D. To obtain commitment and buy-in to the Service Desk

• Question 195:

  Which of these options is a characteristic of an effective mentor?

  A. An effective mentor Is a successful leader in their field
  B. An effective mentor works on your personal skills and relationships
  C. An effective mentor discusses your progress and shapes development
  D. An effective mentor uses structured learning techniques for training
  C. An effective mentor discusses your progress and shapes development

• Question 196:

  In the mentoring process, what is the recommended period of time for the follow-up meeting to be scheduled?

  A. 3 4 weeks
  B. 2 3 months
  C. 5 10 days
  D. 24 48 hours
  C. 5 10 days

• Question 197:

  Enabling users to log and track the status of their own Incidents and Service Requests is the primary purpose of

  A. Incident management
  B. Release and Deployment management
  C. IT Self-healing
  D. IT Self-service
  D. IT Self-service

• Question 198:

  A skills matrix in place for all staff and a training budget with a set allocation of training days for staff are features of which of these options?

  A. A formal appraisal process
  B. A formal employee satisfaction process
  C. A structured approach to recruitment
  D. A structured approach to training
  D. A structured approach to training

• Question 199:

  Which of these options is NOT an objective of financial management?

  A. To ensure that the annual budget for the IT organisation is always reduced
  B. To align IT service costs to business processes
  C. To support the customer and the business by delivering value for money
  D. To understand the cost of providing IT services
  A. To ensure that the annual budget for the IT organisation is always reduced

• Question 200:

  As a Service Desk manager you are expected to demonstrate certain behaviours that will help you to help your team meet the commitments you have made on their behalf. Which of these options best describes one of those behaviors?

  A. Provide hard-hitting feedback on the performance of other teams
  B. Provide effective strategies to ensure rapid promotion for all the team
  C. Explain how and why you monitor and benchmark your teams progress
  D. Explain how and why you monitor individual failures
  C. Explain how and why you monitor and benchmark your teams progress