SDI SD0-302 Online Practice Questions and Exam Preparation

SDI SD0-302 Online Questions & Answers

• Question 51:

  Reducing the impact of disruptions to IT services on the business, improving staff utilisation and resolution times are benefits of which process?

  A. Problem Management
  B. Service Level Management
  C. IT Service Management
  D. Incident Management
  D. Incident Management

• Question 52:

  You have been informed that a company merger is planned which will potentially increase the number of supported users by 15 percent. Why is it important for you to understand the commercial management of the Service Desk?

  A. To reduce Service Desk costs for the new business situation
  B. To determine the impact of proposed services on the IT organisation
  C. To produce regular progress reports on the results of the integration
  D. To manage the professional development of the Service Desk people
  B. To determine the impact of proposed services on the IT organisation

• Question 53:

  Why is Incident monitoring a valuable Service Desk activity?

  A. It can help to avoid SLA breaches
  B. It can support the delivery of useful metrics
  C. It can facilitate knowledge creation
  D. It can help to improve error control
  A. It can help to avoid SLA breaches

• Question 54:

  Which of these options is a recognised responsibility of the Change Management process?

  A. To ensure that technical aspects of a Change are addressed
  B. To remove risks of failure from approved Changes
  C. To create a database of quick fixes for common Changes
  D. To control Changes to the IT Infrastructure
  D. To control Changes to the IT Infrastructure

• Question 55:

  Which option is NOT a common method of professional development?

  A. E-Learning
  B. Coaching
  C. E-mentoring
  D. Computer Based Training
  C. E-mentoring

• Question 56:

  Which of these options best defines mentoring?

  A. Life and relationship counselling
  B. Job-related advice and guidance
  C. Person-to-person support
  D. Career development from a professional coach
  B. Job-related advice and guidance

• Question 57:

  Which of these definitions best describes the value of benchmarking in a Service Desk environment?

  A. To provide meaningful and readily implemented improvement recommendations
  B. To see how successful the Service Desk is compared to others
  C. To achieve industry leading status for the Service Desk
  D. To demonstrate the Service Desks value to management
  A. To provide meaningful and readily implemented improvement recommendations

• Question 58:

  Which of these options can be achieved using Computer Telephony Integration (CTI)?

  A. Incident popping
  B. Screen management
  C. Call screening
  D. Screen popping
  D. Screen popping

• Question 59:

  Which of these statements best describes characteristics of coaching?

  A. It is performance and task-related; it helps to establish goals; it identifies opportunities to achieve the goals
  B. It has specific, short-term objectives; it is performance and task related; it is strategic in nature
  C. It aims to demonstrate required behavior; it helps to measure goals; it is performance and taskrelated
  D. It is strategic in nature; it identifies opportunities to achieve goals; it aims to change behaviour
  A. It is performance and task-related; it helps to establish goals; it identifies opportunities to achieve the goals

• Question 60:

  As a Service Desk manager, if you have a crisis situation such as a major incident how would you help to focus your staff at that time?

  A. Join in and help out with the extra workload
  B. Spend maximum time with senior management to handle the crisis
  C. Provide temporary staff to ease the pressure on the team
  D. Be present to provide clarity of direction
  D. Be present to provide clarity of direction