SDI SD0-302 SDI Exam Practice Test Instant Access

Question 1

Which of the following statements about Problem Management is correct?

AThe Service Desk ist responsible for Problem Management but contributes by identifying recurring
Incidents

BThe Service Desk ist responsible for Problem Management but manages Major Incident reviews

CThe Service Desk is responsible for Problem Management and may be required to work with technical
teams to diagnose Problems

DThe Service Desk is responsible for Problem Management and uses known errors to aid fast resolution

Answer : A

Question 2

In which ITSM process would you expect to find management/operational metrics relating to the

number of identified new risks?

ARelease and Deployment Management

BService Asset and Configuration Management

CIT Service Continuity Management

DChange Management

Answer : C

Question 3

If you were describing the Change Management process to your team, which of the following would

be one of the main activities?

AChange assessment for impact and risk analysis

BChange origination assessment for approval

CChange back-out analysis for implementation plans

DChange date specification for post-implementation review

Answer : A

Question 4

What is the purpose of a Service Desk vision statement?

ATo assist staff in achieving their dream goals in their future careers

BTo help management see where the Service Desk is going strategically

CTo keep the Service Desk in the forefront of user minds

DTo ensure that all staff understand the vision and consistently work towards it

Answer : D

Question 5

Performing a skills gap analysis and identifying appropriate salary levels are preparatory requirements

for what?

AService Desk recruitment

BService Catalogue definition

CService Level Agreement negotiation

DSkills Matrix creation

Answer : A

Question 6

You are experiencing difficulties with your desktop support team who regularly blame your Service

Desk Analysts fort giving them the correct information. How best should you get them on board?

ASend them emails to let them know where they are going wrong

BBuild credibility with them by running regular social events

CImprove the communication channels by listening to their views and issues

DHighlight their inadequacies across the department through management reports

Answer : C

Question 7

Which of these options would you use to support changing business demands?

AChange planning

BResource planning

CContinuity planning

DContingency planning

Answer : B

SDI SD0-302 Service Desk Manager Qualification SDI Exam Practice Test