SDI SD0-302 Online Practice Questions and Exam Preparation

SDI SD0-302 Online Questions & Answers

• Question 61:

  When you were initially appointed as the Service Desk Manager you found that you had inherited a team consisting mostly of demotivated people who were considering looking for other jobs, and you worked hard to improve this situation. Other than staff retention, what is a key benefit of motivation?

  A. It allows people to be creative and innovative
  B. It creates a lively but amusing environment
  C. It eliminates the need for processes and procedures
  D. It enables the team to become self-managing
  A. It allows people to be creative and innovative

• Question 62:

  Which of these options best describes the benefits of using an Organisational Change Management process?

  A. It reduces risk and the cost of implementing individual Changes
  B. It removes risk and involves stakeholders in the implementation of Changes
  C. It improves the organisations performance and service delivery management Information
  D. It reduces the adverse impact of Changes and ensures that only approved Changes are implemented
  D. It reduces the adverse impact of Changes and ensures that only approved Changes are implemented

• Question 63:

  Which of these options is NOT likely to be an issue when integrating CTI with Incident Management systems?

  A. The organisations staff have no time to be trained in the new technology
  B. Callers may typically need to input data to facilitate routing
  C. The organisations telephone switch does not support external software integration
  D. Integration may result in longer connect (ASA) times caused by delays between answering calls and populating the screen
  A. The organisations staff have no time to be trained in the new technology

• Question 64:

  You are in the process of developing a programme of activities to promote the Service Desk. You believe this is a very important aspect of your role and that all promotional activities should meet your objectives. Which of these options describes one of those objectives?

  A. Managing your managers expectations
  B. Managing your teams expectations
  C. Managing your users expectations
  D. Managing your own expectations
  C. Managing your users expectations

• Question 65:

  You intend to implement some far-reaching changes to the way in which your Service Desk currently operates, but to do so you need the support of other teams within IT. Which action should you undertake to gain this support?

  A. Give a presentation to the board of directors to guarantee their support
  B. Make time to develop a social relationship with your manager
  C. Demonstrate your understanding of any concerns others may have
  D. Begin by creating a powerfully-worded vision statement
  C. Demonstrate your understanding of any concerns others may have

• Question 66:

  Which of these options is an appropriate type of Service Desk Survey?

  A. Focus groups
  B. Service Level reporting
  C. Market research
  D. Statistical analysis
  A. Focus groups

• Question 67:

  When you introduce new staff, you adopt buddying (peer mentoring) as a way of helping them get established what would be the most typical benefit of this?

  A. It significantly reduces the time new staff take to be effective
  B. It develops a great sense of friendship between team members
  C. It helps formulate a career development plan for the new staff member
  D. It shows the new staff member that you care about their role
  A. It significantly reduces the time new staff take to be effective

• Question 68:

  Which of these options describes a management/operational metric for Problem Management?

  A. The number of RFCs submitted resulting from Problems
  B. The number of urgent/emergency RFCs implemented
  C. The number of successful and failed Changes
  D. The top ten Incident categories
  A. The number of RFCs submitted resulting from Problems

• Question 69:

  Which of these options is a key performance indicator for Problem Management?

  A. The time taken to resolve Problems by 2nd and 3rd level support
  B. The number of Problems escalated by the Service Desk
  C. The number of repeat Problems within a given period
  D. A reduction in business impact caused by Problems
  D. A reduction in business impact caused by Problems

• Question 70:

  Which of the following would typically NOT be a positive effect of stress?

  A. Staff show optimised levels of performance
  B. Staff show up on time every day and are generally happier
  C. Staff show greater levels of energy and motivation
  D. Staff productivity levels increase
  B. Staff show up on time every day and are generally happier