SDI SD0-302 SDI Exam Practice Test Instant Access

Question 1

Which of these options is an appropriate SLM Metric?

ACosts of delivering SLAs

BHierarchical escalations

CReason for failure reports

DIncident Management reports

Answer : C

Question 2

Why is it important to integrate business and IT objectives?

ATo ensure that IT works towards the same goals as the business

BTo ensure that the development of IT services is in line with current industry best practice

CTo give the business confidence in the IT services function

DTo allow IT to be effectively built into every business area

Answer : A

Question 3

You are planning a promotion campaign to raise customer awareness of the Service Desk and the

benefits it brings to the business. Which of these activities would be most effective in doing this?

AOffer customers the opportunity to experience life on the Service Desk

BProvide induction training and team-building away-days

CGive all customers a stress ball with Service Desk contact details printed on it

DSchedule your staff to floor walk at regular intervals

Answer : D

Question 4

You are part of a team tasked with managing an Organisational Change within your support

environment. What should the team do to ensure this change is successful?

AImplement rapid amendments to the plan. (Would this work any better?)

BDevelop a probability to reality projection plan

CRecognise the importance of allowing long-serving staff to determine where they will sit

DHave a well-constructed communications plan

Answer : D

Question 5

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

Management process?

AIt works with development teams to ensure services are supported at and beyond launch

BIt supports development teams in aligning new applications with business needs

CIt manages the rollout of key application releases

DIt works with users to ensure they are satisfied with new applications

Answer : A

Question 6

Which of these options would be a management activity in directing, controlling and co-ordinating

activities?

AProviding guidance to staff when needed

BProviding an efficient ergonomic office environment

CDeveloping and documenting staff management procedures

DDeveloping and implementing an effective IT platform

Answer : A

Question 7

You have been working closely with your organisations Service Level Manager and s/he has asked

you to prepare a presentation that can be delivered to internal IT teams on the value and benefits of

having an SLM process in place. Which of these options best describes one of the benefits?

AUsers have freedom of choice about which IT teams they will work with

BThere are clearly defined IT procedures that arew enforceable

CThere are clearly defined penalties for customers and providers if responsibilities aret met

DSpecific customer needs are known, enabling IT to prioritise and plan

Answer : D

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