SDI SD0-302 Online Practice Questions and Exam Preparation

SDI SD0-302 Online Questions & Answers

• Question 71:

  Which option best describes the Service Desks part in the Change Management process?

  A. To escalate Incidents that may be caused by Problems
  B. To escalate Changes that may be caused by Problems
  C. To escalate Changes that may be caused by Incidents
  D. To escalate Incidents that may be caused by Changes
  D. To escalate Incidents that may be caused by Changes

• Question 72:

  Which process supports financial planning, contributes to IT service continuity planning and improves root cause analysis?

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

• Question 73:

  Which statement most accurately describes typical key performance indicators for the Incident Management process?

  A. Major Incidents failing to meet SLA; Incidents failing to match Known Errors; Cost per Problem
  B. Total number of Incidents; total number of Service Requests; number of Incidents failing to meet the SLA
  C. First Contact Resolutions; Second Level Resolutions; Workarounds
  D. Cost per Incident; cost per Service Request; cost per Major Incident
  B. Total number of Incidents; total number of Service Requests; number of Incidents failing to meet the SLA

• Question 74:

  Which is the most useful question to consider when providing a risk status update?

  A. Can the risk be logged as a Problem?
  B. Is the risk getting worse or better?
  C. Can the Service Desk pass the risk to Change Management yet?
  D. Has Release Management been notified yet?
  B. Is the risk getting worse or better?

• Question 75:

  Which of these options is part of the Service Desks responsibility in the Release and Deployment Management process?

  A. It works with development teams to ensure services are supported at and beyond launch
  B. It supports development teams in aligning new applications with business needs
  C. It manages the rollout of key application releases
  D. It works with users to ensure they are satisfied with new applications
  A. It works with development teams to ensure services are supported at and beyond launch

• Question 76:

  Which of these options is the most important reason for a Service Desk Manager to take regular call measurements?

  A. To measure the number of contributions to the SKMS
  B. To measure how the team is performing overall
  C. To measure users knowledge levels
  D. To measure improvements in customers knowledge
  B. To measure how the team is performing overall

• Question 77:

  In which ITSM process would you expect to find management/operational metrics relating to the number of identified new risks?

  A. Release and Deployment Management
  B. Service Asset and Configuration Management
  C. IT Service Continuity Management
  D. Change Management
  C. IT Service Continuity Management

• Question 78:

  What steps should you take to manage the service expectations of stakeholders?

  A. Use KPIs to calculate service ROI
  B. Build SLAs based on IT measures
  C. Build a catalogue of systems for all customers
  D. Use customer surveys to identify business needs
  D. Use customer surveys to identify business needs

• Question 79:

  You need to identify the best solution to resolve a number of operational issues. There are some issues that are not being resolved or properly tackled in line with expectations. Which of the following tools would help you best in this approach?

  A. A SMART review
  B. An ROI analysis
  C. A GAP analysis
  D. A strategic business plan
  C. A GAP analysis

• Question 80:

  Which of these options is the best description of one of the purposes of self-healing tools?

  A. To identify errors and correct them without human intervention
  B. To prevent users from downloading or accessing illegal software
  C. To correct errors once a technician has keyed in the correct data
  D. To reduce headcount in IT technical support teams
  A. To identify errors and correct them without human intervention