SD0-302 Online Practice Questions and Answers

You are trying to promote the Service Desk through a variety of recognized and effective channels.

Which of these statements best describes a channel to use?

A. Articles in the local newspaper and Have a Go days

B. Open house days and distributing Service Desk fliers

C. Distributing free pens and Service Desk induction training

D. Induction training and team-building away days

Which of the following statements about Problem Management is correct?

A. The Service Desk is not responsible for Problem Management but contributes by identifying recurring Incidents

B. The Service Desk is not responsible for Problem Management but manages Major Incident reviews

C. The Service Desk is responsible for Problem Management and may be required to work with technical teams to diagnose Problems

D. The Service Desk is responsible for Problem Management and uses known errors to aid fast resolution

What is the value of telephone support in a Service Desk?

A. First contact resolution

B. Increased turnaround times

C. Reduced abandon rate

D. Skills-based routing

As a Service Desk manager you are expected to demonstrate certain behaviours that will help you to help your team meet the commitments you have made on their behalf. Which of these options best describes one of those behaviors?

A. Provide hard-hitting feedback on the performance of other teams

B. Provide effective strategies to ensure rapid promotion for all the team

C. Explain how and why you monitor and benchmark your teams progress

D. Explain how and why you monitor individual failures

Which of these options is NOT a good reason for holding a team meeting?

A. Planning purposes

B. Disseminating information

C. Discussing an individual's performance

D. Identifying team performance improvement areas

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?

A. Senior management is always interested in IT Service Management

B. The language of the boardroom is the most appropriate way to speak

C. The use of technological terms is quite acceptable

D. The visual aids should be packed with information

You need to work with your suppliers to improve the costs and terms of the contract. What type of person makes a good negotiator?

A. A problem solver

B. A quality-driven person

C. A tough, uncompromising type

D. A creative person

If you were providing a list of key performance indicators for the Incident Management process, which of these options would you include?

A. Cost per Incident/Service Request

B. Frequency of technical Incidents

C. Incidents submitted by individual users

D. Percentage of Incidents resolved out-of-hours

You have been working closely with your organizations 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?

A. Users have freedom of choice about which IT teams they will work with

B. There are clearly defined IT procedures that are now enforceable

C. There are clearly defined penalties for customers and providers if responsibilities are not met

D. Specific customer needs are known, enabling IT to prioritise and plan

Why do we need OLAs?

A. To provide business-level reporting

B. To demonstrate service quality

C. To ensure that IT teams meet SLAs D. To tie down all the IT parties to contracts