SDI SD0-302 Online Practice Questions and Exam Preparation

SDI SD0-302 Online Questions & Answers

• Question 81:

  Which of the options best describes how to constructively address individual performance issues?

  A. Discuss the solution to the problem before the causes and handle issues in a timely manner
  B. Communicate the desired outcome of the change in behaviour and be general in your discussions
  C. Handle issues in a timely manner and focus on changing the behaviour rather than the person
  D. Be general in your discussions and discuss the solution of the problem before the causes
  C. Handle issues in a timely manner and focus on changing the behaviour rather than the person

• Question 82:

  Which of these options is a common mechanism for call monitoring?

  A. ITSM software systems
  B. IVR and ACD systems
  C. Listening in on calls
  D. Time recording
  C. Listening in on calls

• Question 83:

  Which of these options is a management metric for IT Change Management?

  A. The number of partial changes
  B. The number of unauthorised changes rejected
  C. The number of unscheduled change requests
  D. The number of rescheduled change requests
  D. The number of rescheduled change requests

• Question 84:

  Which of these options best describes an effective team?

  A. Empowered and productive
  B. Always busy and motivated
  C. Knowledgeable and experienced
  D. Highly controlled and driven
  A. Empowered and productive

• Question 85:

  Which statement best describes the difference between Reactive Problem Management and Proactive Problem Management?

  A. Reactive Problem Management is concerned with solving problems in response to Known Errors; Proactive Problem Management is concerned with identifying quick fixes
  B. Reactive Problem Management is concerned with solving problems in response to one or more Incidents; Proactive Problem Management is concerned with identifying underlying Problems
  C. Reactive Problem Management is concerned with analysing and trending Incident records; Proactive Problem Management is concerned with solving problems in response to one or more Incidents
  D. Reactive Problem Management is concerned with eliminating root causes; Proactive Problem Management is concerned with identifying future business needs
  B. Reactive Problem Management is concerned with solving problems in response to one or more Incidents; Proactive Problem Management is concerned with identifying underlying Problems

• Question 86:

  Which of these options would you consider to be the most important to support right-sourcing?

  A. Appropriate premises
  B. Contract staff
  C. Geographic location
  D. Processes and procedures
  B. Contract staff

• Question 87:

  You are inducting a new starter on the Service Desk theyve read some documentation and ask you for a good brief description of Incident Management. Which of these options best describes one of the required outcomes of Incident Management?

  A. Incident Management is a re-useable process for issue-fixing before Problem Management
  B. Incident Management gets users back to work quickly with minimum impact
  C. Incident Management ensures that all Problems are classified at root cause
  D. Incident Management ensures a formal approach to customer support
  B. Incident Management gets users back to work quickly with minimum impact

• Question 88:

  Which of these options is NOT a principal activity of the Incident Management process?

  A. Classification
  B. Prioritisation
  C. Escalation
  D. Negotiation
  D. Negotiation

• Question 89:

  When you are recruiting new members of your team, a key requirement is that they are good team players. Of these options, which best describes characteristics you would look for during your interview and selection process?

  A. Single-minded, with a flexible approach
  B. A flexible, open-minded and enthusiastic approach
  C. A strong personality with an immense array of knowledge
  D. A popular person with advice and suggestions for everyone
  B. A flexible, open-minded and enthusiastic approach

• Question 90:

  Of the options listed, which is a common cause of stress often seen in the Service Desk environment?

  A. Routine scheduling of tasks
  B. Staff have left and not been replaced
  C. Working closely with developers
  D. Desk seating plans
  B. Staff have left and not been replaced