SDI - SERVICE DESK MANAGER QUALIFICATION - SD0-302 Exam Practice Test

Question 1

Which of these options would you consider to be the most important to support right-sourcing?

A. Contract staff

B. Processes and procedures

C. Geographic location

D. Appropriate premises

Correct Answer: A

Question 2

In your opinion, which of these statements best describes the Service Desks responsibilities in relation to the Risk Management process?

A. It evaluates new services for business risk

B. It inputs key service requirements that would increase or decrease risk

C. It inputs information from users on risky situations occurring in their areas

D. It assesses risk on behalf of the IT services organisation

Correct Answer: B

Question 3

Which of these options best describes an effective team?

A. Knowledgeable and experienced

B. Always busy and motivated

C. Highly controlled and driven

D. Empowered and productive

Correct Answer: D

Question 4

Typically, what might a vision statement identify for the Service Desk?

A. Short-term goals

B. Long-term goals

C. Medium-term objectives

D. Ongoing operational objectives

Correct Answer: B

Question 5

Where would you expect to find information regarding the appropriate procedure to deal with conflict between IT service providers and customers?

A. In Service Level Agreements

B. In Change Agreements

C. In Operational Level Agreements

D. In Problem Management

Correct Answer: A

Question 6

Which of these options is NOT a Service Desk model you might consider implementing?

A. Real-Time, Call back, Dispatch

B. Unskilled, Skilled, Expert

C. Virtual, Centralised, Decentralised

D. Skilled, Insourced, Outsourced

Correct Answer: D

Question 7

What is the Service Desks involvement with the Service Asset and Configuration Management process?

A. The SACM is the central control mechanism for Problem Management

B. The SACM is used to support accurate Incident diagnosis

C. The Service Desk creates SACM records to assist in Problem resolution

D. The SACM can be used to help resolve Incidents quickly

Correct Answer: B

Question 8

Your Service Desk staff use the SKMS (Service Knowledge Management System) extensively. Which of these options best describes a benefit of having the SKMS available to them?

A. It offers opportunities for cross-training to take place

B. It provides new starters with induction training

C. It creates a silo approach for the availability of knowledge

D. It reduces the number of incidents requiring escalation to other teams

Correct Answer: D

Question 9

Which option best describes some common issues encountered when implementing an ACD system?

A. Customer resistance and too much focus on hunt groups

B. Customer resistance and too much focus on operational statistics

C. Customer resistance and too much focus on call waiting times

D. Customer resistance and too much focus on SLAs

Correct Answer: B

Question 10

Which of these options best describes a skill level required for desk-side support?

A. High levels of process development knowledge

B. Incident Management knowledge

C. Management competency

D. Basic level technical skills

Correct Answer: B

Question 11

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

A. Stress is an individuals natural reaction to a crisis like a family tragedy

B. Stress is an individuals natural reaction to situations of great joy or excitement

C. Stress is an individuals natural reaction to situations involving change

D. Stress is an individuals natural reaction to new members joining the team

Correct Answer: C

Question 12

If you were establishing a Problem Management process in your organization, which of the following would be one of your primary objectives?

A. To minimise the impact of Incidents that cannot be prevented

B. To eliminate all Problems over time

C. To prevent Incidents developing into Problems

D. To eliminate the occurrence of all user-related Problems

Correct Answer: C

Question 13

Which statement most accurately describes typical key performance indicators for the Incident Management process?

A. Cost per Incident; cost per Service Request; cost per Major Incident

B. Total number of Incidents; total number of Service Requests; number of Incidents failing to meet the SLA

C. First Contact Resolutions; Second Level Resolutions; Workarounds

D. Major Incidents failing to meet SLA; Incidents failing to match Known Errors; Cost per Problem

Correct Answer: B

SDI - SERVICE DESK MANAGER QUALIFICATION - SD0-302 Exam Practice Test

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