SDI SD0-302 SDI Exam Questions Instant Access

Question 1

Which of these options best describes a reactive objective of Problem Management?

ATo minimise the impact of Incidents that cannot be prevented

BTo prevent the occurrence of Incidents

CTo prevent the recurrence of Incidents

DTo determine the root cause of Incidents and initiate corrective actions

Answer : A

Question 2

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

Desk environment?

AAnalysts will be able to produce full performance data to feed their regular appraisal/review cycle

BAnalysts will have a flexible and comprehensive call-management tool

CAnalysts will be able to instantly assess and prioritise every call

DAnalysts will have quick and dynamic access to user details without asking for them

Answer : D

Question 3

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

AUnderstand what activities your Service Desk should undertake to support the organisations strategic
plans

BAdvise senior management about your strategic management skills and experience

CProvide detailed analyses of the Service Desks activities for the previous year

DProvide strategic plans that detail the role of the Service Desk and how it can be utilised to manage all
IT Service operations

Answer : A

Question 4

Which of the following is a business best practice quality model?

ACOBIT

BSLM

CITIL

DSix Sigma

Answer : D

Question 5

Identify a key component of a good internal communications programme

AFeedback mechanisms to test SLAs

BCleverly crafted and worded documents

CClarity on the messages to be communicated

DUse of promotional materials mugs, mouse mats etc.

Answer : C

Question 6

What are two common types of benchmarking?

AIndustry and panacea

BMarket-based and peer-group

CIndustry and peer-group

DPanacea and market-based

Answer : C

Question 7

Which statement most accurately reflects some of the benefits of call monitoring?

AIt provides training, mentoring and identification of service level management opportunities

Bit identifies training needs, performance needs and identification of marketing opportunities

CIt provides staff feedback, mentoring opportunities and identification of training opportunities

DIt verifies user perception, technical knowledge and training opportunities

Answer : C

SDI Service Desk Manager Qualification SD0-302 SDI Exam Questions