SDI SD0-302 Online Practice Questions and Exam Preparation

SDI SD0-302 Online Questions & Answers

• Question 221:

  Which of these options would be a common issue to overcome when introducing self-healing tools?

  A. Some support team members are reluctant to help install the tools
  B. Some customers are resistant, depending on levels of IT maturity
  C. Some customers are over enthusiastic about adopting new tools
  D. Some users become uncommunicative and out of touch
  B. Some customers are resistant, depending on levels of IT maturity

• Question 222:

  If you are documenting new processes and procedures, which of these options is a particularly important outcome?

  A. It is easy to understand the technical language
  B. Processes and procedures are adhered to
  C. The team agrees that every issue has been included
  D. Calls and Incidents are handled consistently
  B. Processes and procedures are adhered to

• Question 223:

  If you were seeking to monitor the quality of your Incident Monitoring, which of these options best describes a suitable method?

  A. Matching individual Incident responses against SLA performance levels
  B. Following up calls with users and 2nd level support for every call
  C. Conducting an online review with the analyst after the Incident is closed
  D. Reviewing Incident performance across the industry for comparison
  C. Conducting an online review with the analyst after the Incident is closed

• Question 224:

  Performing a skills gap analysis and identifying appropriate salary levels are preparatory requirements for what?

  A. Service Desk recruitment
  B. Service Catalogue definition
  C. Service Level Agreement negotiation
  D. Skills Matrix creation
  A. Service Desk recruitment

• Question 225:

  Which of these options is NOT likely to be a role of the Service Desk?

  A. To balance support expenses to keep IT support performing at the optimum levels of quality and cost effectiveness
  B. To integrate support goals with business goals
  C. To provide individual and personal IT support to each business user
  D. To report on service breaches and their reasons
  C. To provide individual and personal IT support to each business user

• Question 226:

  Which of the following is NOT a principal activity of Service Level Management?

  A. Identifying critical business periods and exceptions
  B. Implementing new processes
  C. Reviewing reports and performance
  D. Engaging in contract negotiation
  D. Engaging in contract negotiation

• Question 227:

  You need to make a presentation to your staff. What consideration would be valuable to ensure your success with the session?

  A. Ensure that you make all the points that you think are important from the management perspective
  B. Ensure the room is dark and comfortable
  C. Present as much information as possible
  D. Be aware of the size of the fonts
  D. Be aware of the size of the fonts

• Question 228:

  Identify a key component of a good internal communications programme

  A. Feedback mechanisms to test SLAs
  B. Cleverly crafted and worded documents
  C. Clarity on the messages to be communicated
  D. Use of promotional materials mugs, mouse mats etc.
  C. Clarity on the messages to be communicated

• Question 229:

  You are tasked with delivering a presentation to your senior management team on the topic of The New, Improved Service Desk. What is a key point to remember when preparing this presentation?

  A. Senior management is always interested in IT Service Management
  B. The language of the boardroom is the most appropriate way to speak
  C. The use of technological terms is quite acceptable
  D. The visual aids should be packed with information
  B. The language of the boardroom is the most appropriate way to speak

• Question 230:

  Which of the options best describes a principal benefit of Incident Monitoring?

  A. It provides quality and service assurance for users and the Service Desk
  B. It reviews the Incident with the analysts to help develop user education
  C. It identifies opportunities for reduction in Incident volumes
  D. It allows the Service Desk to deal with situations reactively
  A. It provides quality and service assurance for users and the Service Desk