SDI SD0-302 Online Practice Questions and Exam Preparation

SDI SD0-302 Online Questions & Answers

• Question 201:

  Why do we need OLAs?

  A. To provide business-level reporting
  B. To demonstrate service quality
  C. To ensure that IT teams meet SLAs
  D. To tie down all the IT parties to contracts
  C. To ensure that IT teams meet SLAs

• Question 202:

  Where would you expect to find information regarding the appropriate procedure to deal with conflict between IT service providers and customers?

  A. In Problem Management
  B. In Change Agreements
  C. In Operational Level Agreements
  D. In Service Level Agreements
  D. In Service Level Agreements

• Question 203:

  Which of the following is a business best practice quality model?

  A. COBIT
  B. SLM
  C. ITIL
  D. Six Sigma
  D. Six Sigma

• Question 204:

  Which of these options best describes periodic surveys?

  A. They are based on user perception of the Service Desk and IT organisation at the current point in time
  B. They are used to evaluate overall satisfaction levels with the products and services provided by the Service Desk and the IT organisation
  C. They identify changes to products, services, and processes that analysts feel would improve their relationship with the IT organisation and better meet user needs
  D. They are regularly planned and scheduled on an Incident by Incident basis
  B. They are used to evaluate overall satisfaction levels with the products and services provided by the Service Desk and the IT organisation

• Question 205:

  If you regularly induct new staff, which of the following options would you include in the development of a structured induction process?

  A. Provide set information for all, with the levels of information and the focus dependent on the role
  B. Set up a totally individual agenda tailored to the background and experience of each inductee
  C. Set up recommended timing schedules for briefings with key staff
  D. Set up an induction manual template for each type of potential inductee
  A. Provide set information for all, with the levels of information and the focus dependent on the role

• Question 206:

  Which of these options is a primary objective of self- service for Service Desks?

  A. To enable users to become experts in IT support
  B. To help users to log their own incidents
  C. To enable users to resolve incidents for their colleagues
  D. To help users to close their own incidents
  B. To help users to log their own incidents

• Question 207:

  Which of these options best describes good resource management?

  A. Giving all staff full responsibility
  B. Always having extra resources on hand
  C. Constantly stretching the team
  D. Using the right people for the work
  D. Using the right people for the work

• Question 208:

  You've been asked to look at out-sourcing and off-shoring the Service Desk Which of these options is the most critical to your evaluation?

  A. Sarbanes Oxley
  B. ITIL awareness and compliance
  C. The cost of management
  D. Removing the need to manage people and problems
  C. The cost of management

• Question 209:

  Which of these options would be most desirable in achieving long-term working relationships with members of your staff?

  A. Reviewing the social activities of the team to allow for greater team bonding
  B. Reviewing team structure for ways to make best use of the skills of team members
  C. Being consistent with rates of pay regardless of performance
  D. Being supportive when team members require additional time away from work
  B. Reviewing team structure for ways to make best use of the skills of team members

• Question 210:

  Which of these options would be a typical feature of an On-going survey?

  A. It is carried out on a six monthly cycle
  B. It is executed as soon as possible after a call is closed
  C. It is conducted with a minimum of 10 questions to be comprehensive
  D. It is designed to show longer term trends in customer satisfaction
  B. It is executed as soon as possible after a call is closed