SDI SD0-302 SDI Exam Questions Instant Access

Question 1

Typically, what might a vision statement identify for the Service Desk?

AShort-term goals

BMedium-term objectives

CLong-term goals

DOngoing operational objectives

Answer : C

Question 2

If you are outsourcing your support operation, which of these Service Level issues should be

considered?

AClarity on penalties and performance levels

BInternal end-to-end OLAs and penalties

CThe salaries of staff to be transferred

DThe capabilities of the outsourcers ITSM system

Answer : A

Question 3

In your opinion, which of these statements best describes the Service Desks responsibilities in

relation to the Risk Management process?

AIt inputs key service requirements that would increase or decrease risk

BIt inputs information from users on risky situations occurring in their areas

CIt assesses risk on behalf of the IT services organisation

DIt evaluates new services for business risk

Answer : A

Question 4

You want to develop your career and position within the organisation, what steps could you take to

improve your profile and influence?

ATake the initiative in all business decisions

BDisplay your acumen through strong judgement and decision making

CAlways ensure that your opinion is heard at meetings

DDelegate as much of your work as possible

Answer : B

Question 5

Which of these options provides the best description of an objective of the SLM process?

AIT Services are aligned to costs and budgets

BIT Services are aligned to the needs of key business people

CIT Services are aligned to the needs of the business

DIT Services are aligned to the IT departments capabilities

Answer : C

Question 6

If you were explaining the Service Desks responsibilities in the Incident Management process, which

of the following options would you include?

ATracking, monitoring and chasing Incident progress

BContinually updating management on the volume of Incidents

CResolving all customer/user Problems within the SLA times

DProviding feedback on how well 2nd and 3rd level support are progressing outstanding Incidents

Answer : A

Question 7

You have been asked to produce a model for the most cost-effective way to deliver service across all

parts of the organisation. Your manager has indicated that her preference is a right-sourcing option. What

does this mean?

AServices are delivered from another part of the world

BServices are delivered on your premises by 3rd parties

CServices are delivered externally by 3rd parties

DServices are delivered by a mix of in-house and external options

Answer : D

SDI Service Desk Manager Qualification SD0-302 SDI Exam Questions