SDI SD0-302 SDI Exam Practice Test Instant Access

Question 1

Which of these would be the most valid definition of stress?

AStress is an individuals natural reaction to a crisis like a family tragedy

BStress is an individuals natural reaction to situations involving change

CStress is an individuals natural reaction to new members joining the team

DStress is an individuals natural reaction to situations of great joy or excitement

Answer : B

Question 2

As a Service Desk manager you need to have good planning skills. Which of these options is a key

element of the planning process?

AAllocation of schedules and budgets

BDefining your role and the Service Desks mission

CSetting goals and objectives

DUsing SMART methodology and setting short-term objectives

Answer : C

Question 3

In relation to Human Resource and Team Development, which option best describes the types of

planning you should consider?

AStrategic, Tactical, Service Level and Contingency

BStrategic, Tactical, Operational and Contingency

CStrategic, Tactical, Operational and Business Critical

DStrategic, Tactical, Service Level and Business Critical

Answer : B

Question 4

Which of these options would be one of the three major activities of a Service Desk manager?

ATo organise regular staff meetings

BTo organise the right technology platform to support processes

CTo organise resources

DTo organise regular staff appraisal sessions

Answer : C

Question 5

Which one of these options would be a feature of effective management?

ADelivery of work as required

BHigh levels of personal care

CStrict adherence to processes

DFocus on tactical goals

Answer : A

Question 6

You believe that a happy workforce is productive, and that if people are happy they will be less likely

to look for other employment. Which of these options is a method you can use for understanding the

levels of satisfaction in your team?

AProvide a counselling service at the workplace and monitor how many of your team use it

BHave an office that is away from your teams area so that they wont feel you are spying on them

COrganise regular one-to-ones with your manager to let him/her know how everyone is doing

DObserve how your team is performing on a day-to-day, week-by-week basis

Answer : D

Question 7

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

ADiscuss the solution to the problem before the causes and handle issues in a timely manner

BCommunicate the desired outcome of the change in behaviour and be general in your discussions

CHandle issues in a timely manner and focus on changing the behaviour rather than the person

DBe general in your discussions and discuss the solution of the problem before the causes

Answer : C

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