SDI SD0-302 SDI Exam Questions Instant Access

Question 1

Which of the following options would youT include in your SKMS?

ABooks such as user guides and reference manuals

BList of problem users

CPersonal experience

DUser comments and feedback

Answer : B

Question 2

If you are documenting new processes and procedures, which of these options is a particularly

important outcome?

AIt is easy to understand the technical language

BProcesses and procedures are adhered to

CThe team agrees that every issue has been included

DCalls and Incidents are handled consistently

Answer : B

Question 3

Which of these options isT a benefit of the Problem Management process?

AIt improves productivity of the business and IT

BIt removes the need for SLAs

CIt reduces the time to resolve Incidents

DIt increases first contact resolutions

Answer : B

Question 4

You are tasked with delivering a presentation to your senior management team on the topic of The

New, Improved Service Desk. What is a key point to remember when preparing this presentation?

ASenior management is always interested in IT Service Management

BThe language of the boardroom is the most appropriate way to speak

CThe use of technological terms is quite acceptable

DThe visual aids should be packed with information

Answer : B

Question 5

Which option best describes the Service Desks part in the Change Management process?

ATo escalate Incidents that may be caused by Problems

BTo escalate Changes that may be caused by Problems

CTo escalate Changes that may be caused by Incidents

DTo escalate Incidents that may be caused by Changes

Answer : D

Question 6

Which of these options does SKMS stand for?

AService Knowledge Management Store

BService Knowledge Management System

CSystem Knowledge Management Service

DSystem Knowledge Management Store

Answer : B

Question 7

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

SDI Service Desk Manager Qualification SD0-302 SDI Exam Questions