SD0-302 Practice Online

Question 1

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

Answer: B

Question 2

You are inducting a new starter on the Service Desk theyve read some documentation and ask you

for a good brief description of Incident Management. Which of these options best describes one of the

required outcomes of Incident Management?

A : Incident Management is a re-useable process for issue-fixing before Problem Management

B : Incident Management gets users back to work quickly with minimum impact

C : Incident Management ensures that all Problems are classified at root cause

D : Incident Management ensures a formal approach to customer support

Answer: B

Question 3

Which of these options best defines mentoring?

A : Life and relationship counselling

B : Job-related advice and guidance

C : Person-to-person support

D : Career development from a professional coach

Answer: B

Question 4

Which of these options best describes a benefit of benchmarking?

A : It facilitates the Service Desk recruitment process

B : It facilitates the creation of Service Desk teams

C : It facilitates the creation of Service Desk disciplinary processes

D : It facilitates Service Desk best practices

Answer: D

Question 5

Which is the most useful question to consider when providing a risk status update?

A : Can the risk be logged as a Problem?

B : Is the risk getting worse or better?

C : Can the Service Desk pass the risk to Change Management yet?

D : Has Release Management beentified yet?

Answer: B

Name:	Service Desk Manager Qualification
Exam Code:	SD0-302
Certification:	SDI Certification
Vendor:	SDI
Total Questions:	233
Last Updated:	May 16, 2024