SDI SD0-302 Online Practice Questions and Exam Preparation

SDI SD0-302 Online Questions & Answers

• Question 21:

  Which of these options is the best method of improving Service Desk performance?

  A. Using industry KPIs as targets
  B. Increasing the speed-to-answer time
  C. Using a SWOT analysis to identify improvements
  D. Focussing on the abandon rate
  C. Using a SWOT analysis to identify improvements

• Question 22:

  Which process would provide the benefit of better protection for personal and organisational data?

  A. IT Service Continuity Management
  B. Risk Management
  C. Information Security Management
  D. Release and Deployment Management
  C. Information Security Management

• Question 23:

  Which of these options best describes a benefit of benchmarking?

  A. It facilitates the Service Desk recruitment process
  B. It facilitates the creation of Service Desk teams
  C. It facilitates the creation of Service Desk disciplinary processes
  D. It facilitates Service Desk best practices
  D. It facilitates Service Desk best practices

• Question 24:

  Why is it important to integrate business and IT objectives?

  A. To ensure that IT works towards the same goals as the business
  B. To ensure that the development of IT services is in line with current industry best practice
  C. To give the business confidence in the IT services function
  D. To allow IT to be effectively built into every business area
  A. To ensure that IT works towards the same goals as the business

• Question 25:

  What would be an excellent way to keep your knowledge current and enhance your own personal development?

  A. Book on a management seminar at least quarterly
  B. Read management and motivation books
  C. Spend more time with the analysts on your Service Desk
  D. Take on simple projects that are easy to fit into your schedule
  B. Read management and motivation books

• Question 26:

  Which of these options would be one of the three major activities of a Service Desk manager?

  A. To organise regular staff meetings
  B. To organise the right technology platform to support processes
  C. To organise resources
  D. To organise regular staff appraisal sessions
  C. To organise resources

• Question 27:

  You are experiencing difficulties with your desktop support team who regularly blame your Service Desk Analysts for not giving them the correct information. How best should you get them on board?

  A. Send them emails to let them know where they are going wrong
  B. Build credibility with them by running regular social events
  C. Improve the communication channels by listening to their views and issues
  D. Highlight their inadequacies across the department through management reports
  C. Improve the communication channels by listening to their views and issues

• Question 28:

  Which of these options does SKMS stand for?

  A. Service Knowledge Management Store
  B. Service Knowledge Management System
  C. System Knowledge Management Service
  D. System Knowledge Management Store
  B. Service Knowledge Management System

• Question 29:

  Which type of Telephony System will provide a consistent and manageable telephone response operation?

  A. Phone switch (PBX)
  B. Interactive Voice Response (IVR)
  C. Automated Call Distribution (ACD)
  D. Computer Telephony Integration (CTI)
  C. Automated Call Distribution (ACD)

• Question 30:

  In which process would you expect to find metrics giving percentages of Incident and Problem records associated with a CI record?

  A. Problem Management
  B. Incident Management
  C. Service Asset and Configuration Management
  D. IT Service Continuity Management
  C. Service Asset and Configuration Management