SDI SD0-302 Online Practice Questions and Exam Preparation

SDI SD0-302 Online Questions & Answers

• Question 31:

  Which of the options best describes some primary benefits of using electronic support delivery tools in a Service Desk environment?

  A. It may restore services faster and it enables the analyst to train users how to be more self sufficient
  B. It increases first contact resolution and reduces the number of Incidents
  C. It decreases fix-time and allows users to see what analysts see
  D. It allows users to watch and learn how the analyst solves problems and reduces the volume of Incidents logged
  A. It may restore services faster and it enables the analyst to train users how to be more self sufficient

• Question 32:

  Which of these options best describes a reactive objective of Problem Management?

  A. To minimise the impact of Incidents that cannot be prevented
  B. To prevent the occurrence of Incidents
  C. To prevent the recurrence of Incidents
  D. To determine the root cause of Incidents and initiate corrective actions
  A. To minimise the impact of Incidents that cannot be prevented

• Question 33:

  Which of these options best describes one of the recognised disadvantages of outsourcing?

  A. Responsibility for day-to-day operations is lost
  B. The quality of service received is reduced
  C. The volume of Incidents and Service requests increases
  D. Costs may be higher if the service supply chain is not adequately defined
  D. Costs may be higher if the service supply chain is not adequately defined

• Question 34:

  Which of these options best describes key components of a Service Catalogue?

  A. IT services, customer responsibilities and OLAs
  B. Critical business periods, IT services and Incident data
  C. Customer responsibilities, critical business periods and SLAs
  D. SLAs, individual KPIs and charges where appropriate
  C. Customer responsibilities, critical business periods and SLAs

• Question 35:

  Which of these options is a financial management activity?

  A. Showing how calculating user and customer billing demonstrates value for money
  B. Delivering clear benefits from IT services over a one-year period
  C. Accounting for fixed and variable losses in specific problem situations
  D. Understanding how to calculate unit costs for the delivery of service
  D. Understanding how to calculate unit costs for the delivery of service

• Question 36:

  Which of these options provides the best description of an objective of the SLM process?

  A. IT Services are aligned to costs and budgets
  B. IT Services are aligned to the needs of key business people
  C. IT Services are aligned to the needs of the business
  D. IT Services are aligned to the IT department's capabilities
  C. IT Services are aligned to the needs of the business

• Question 37:

  Which would be a desirable quality to look for in Service Desk staff?

  A. Quick learner
  B. Strategic focus
  C. Thrill seeker
  D. Technical focus
  A. Quick learner

• Question 38:

  Which option best describes the Service Desks responsibility in, and its relationship with, the Information Security Management process?

  A. It confirms identification of users and provides user statistics
  B. It confirms identification of users and prevents remote access to critical systems
  C. It confirms identification of users and follows all relevant IT security policies
  D. It confirms identification of users and provides fast resolution to access problems
  C. It confirms identification of users and follows all relevant IT security policies

• Question 39:

  What is the key outcome of keeping commitments to users, team members and organizations?

  A. It boosts credibility, trust and customer satisfaction
  B. It boosts the team's importance and status
  C. It enhances the problem-solving capability of the team
  D. It demonstrates dedication to continued service improvement
  A. It boosts credibility, trust and customer satisfaction

• Question 40:

  Conducting an assessment is a necessary step in managing change and for continual improvement. Which of these options best describes key types of assessment methods?

  A. SWOT, CSA and GAP analyses
  B. CSA, COBIT and GAP analyses
  C. SWOT and CSA analyses and COBIT
  D. GAP analysis, COBIT and ISO20000
  A. SWOT, CSA and GAP analyses