SD0-302 Online Practice Questions and Answers

Which of these options is NOT a responsibility of the Service Desk?

A. Developing and implementing Service Desk goals that integrate with business objectives

B. Representing the IT organisation to its users

C. Maintaining the highest level of productive IT time for users in accordance with the SLA

D. Providing the user with root cause analysis for Incidents resolved at first level

Which of these options is NOT an objective of financial management?

A. To ensure that the annual budget for the IT organisation is always reduced

B. To align IT service costs to business processes

C. To support the customer and the business by delivering value for money

D. To understand the cost of providing IT services

Which of these options is a best practice to follow when you are taking actions that will affect other departments or teams?

A. Give serious consideration to what people will think of you if your ideas do not work

B. Discuss with other managers to identify the possible effects of your actions on others

C. Implement your ideas as soon as you have decided on the best course of action

D. Make a presentation to other teams letting them know what you have done

Which of these options is a key component of a marketing programme?

A. Defining the message and communicating to the relevant audience

B. Identifying the key customers

C. Targeting messages to all IT

D. Communication to all stakeholders in a similar manner

Identify a key component of a good internal communications programme

A. Feedback mechanisms to test SLAs

B. Cleverly crafted and worded documents

C. Clarity on the messages to be communicated

D. Use of promotional materials mugs, mouse mats etc.

Which of these options best describes common technologies used by the Service Desk?

A. PBX, ITIL and IVR

B. AVR, E-talk and Wikis

C. E-Mail, Blogs, SLAs

D. IM, KPIs and AVR

What is the purpose of on-site (desk-side) support in a Service Desk environment?

A. To provide personal one-to-one support for every user

B. To provide a support person on-site to resolve an Incident or Service Request

C. To ensure rapid response for every user issue

D. To ensure users are reassured that IT support is always close to hand

Which of these is NOT a benefit of a structured approach to induction?

A. Reduced time to get new staff working effectively

B. Reduced time spent by managers in dealing with inductees

C. Reduced risk of adopting bad habits

D. Reduced risk of basic errors and misunderstandings

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?

A. Provide a counselling service at the workplace and monitor how many of your team use it

B. Have an office that is away from your team's area so that they won't feel you are spying on them

C. Organise regular one-to-ones with your manager to let him/her know how everyone is doing D. Observe how your team is performing on a day-to-day, week-by-week basis

Communicating the vision and direction to the Service Desk, and motivating and mentoring staff are characteristics that demonstrate which of these options?

A. Management style

B. Creativity

C. Customer Service

D. Leadership