SDI SD0-302 Online Practice Questions and Exam Preparation

SDI SD0-302 Online Questions & Answers

• Question 41:

  What can self-healing tools deliver?

  A. Automated escalation
  B. Automated logging
  C. Automated recovery
  D. Automated attendant
  C. Automated recovery

• Question 42:

  When selecting a CTI system which of these would you choose as a key benefit of CTI in a Service Desk environment?

  A. Analysts will be able to produce full performance data to feed their regular appraisal/review cycle
  B. Analysts will have a flexible and comprehensive call-management tool
  C. Analysts will be able to instantly assess and prioritise every call
  D. Analysts will have quick and dynamic access to user details without asking for them
  D. Analysts will have quick and dynamic access to user details without asking for them

• Question 43:

  There are many support options available for Service Desks and their users today, the most traditional of which is telephone support. What typically is its main purpose?

  A. To provide first-line support with an escalation route to other teams as required
  B. To provide first and second-line support with all calls resolved at the Service Desk
  C. To provide users with options to speak to other teams if the Service Desk is busy
  D. To provide education to the user base on how to resolve basic issues themselves
  A. To provide first-line support with an escalation route to other teams as required

• Question 44:

  Which of these answers would NOT be a suitable area to include in your service ethics code of conduct?

  A. A list of expected behaviour to ensure that all Service Desk employees understand what the organisation expects of them
  B. Standards of moral and ethical behaviour
  C. How to manage risk on behalf of the organisation
  D. Specific techniques for dealing with difficult business partners
  D. Specific techniques for dealing with difficult business partners

• Question 45:

  Which of these options is NOT a component of the Service Level Management process?

  A. Service Catalogue (SC)
  B. Service Improvement Programme (SIP)
  C. Service Agreement Practice (SAP)
  D. Service Level Requirements (SLR)
  C. Service Agreement Practice (SAP)

• Question 46:

  You need to write a business case for your new ITSM software system; which key element is it appropriate to include?

  A. A clear list of potential savings
  B. The impact on board members of not buying the software
  C. An ROI report on the technical and operational benefits
  D. A specification for a CMDB
  A. A clear list of potential savings

• Question 47:

  Which statement best describes some of the characteristics of a successful Service Desk?

  A. Measurements are published when the KPIs have been met or exceeded: Service Improvement Programmes are discussed
  B. Satisfaction surveys for both staff and customers are considered superfluous: resource management is reviewed annually
  C. Leadership practices ensure that future direction is clearly laid out: policies are documented, regularly reviewed and monitored
  D. Benchmarking is pencilled in for the next financial cycle: Continual Service Improvement will be discussed at that time
  C. Leadership practices ensure that future direction is clearly laid out: policies are documented, regularly reviewed and monitored

• Question 48:

  Which of these options is NOT an element of successful project management?

  A. Managing costs
  B. Ensuring a continual improvement focus
  C. Developing technical solutions
  D. Defining project objectives
  C. Developing technical solutions

• Question 49:

  Which of these options best describes key components of teamwork?

  A. Working together to accomplish common goals, sharing ideas and sharing the number of calls fairly
  B. Working together to accomplish common goals, sharing ideas and sharing the glory fairly
  C. Working together to accomplish common goals, sharing ideas and sharing the workload fairly
  D. Working together to accomplish common goals, sharing ideas and sharing the blame fairly
  C. Working together to accomplish common goals, sharing ideas and sharing the workload fairly

• Question 50:

  How can you best demonstrate understanding of your Service Desks strategic responsibilities?

  A. Understand what activities your Service Desk should undertake to support the organizations strategic plans
  B. Advise senior management about your strategic management skills and experience
  C. Provide detailed analyses of the Service Desks activities for the previous year
  D. Provide strategic plans that detail the role of the Service Desk and how it can be utilised to manage all IT Service operations
  A. Understand what activities your Service Desk should undertake to support the organizations strategic plans