SD0-302 Online Practice Questions and Answers

You have recently been promoted to Service Desk Manager and you are keen to show how much you wish to succeed in this role. Which statement best describes some of the skills that will help you to succeed?

A. Excellent influencing skills, exemplary debating and creative writing skills

B. A University Degree in Computer Sciences and strong negotiating skills

C. Strong team building skills, excellent people-management and communication skills

D. Time management skills excellent technical and analytical skills

You need to write a business case for your new ITSM software system; which key element is it appropriate to include?

A. A clear list of potential savings

B. The impact on board members of not buying the software

C. An ROI report on the technical and operational benefits

D. A specification for a CMDB

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

As part of an investigation into outsourcing, which of the following would be a major consideration for the SLA?

A. Legal terms and covenants

B. Management policies

C. SACM details

D. Reviews and their frequency

Which of these options is a key performance indicator for Problem Management?

A. The time taken to resolve Problems by 2nd and 3rd level support

B. The number of Problems escalated by the Service Desk

C. The number of repeat Problems within a given period

D. A reduction in business impact caused by Problems

Which statement most accurately reflects some of the benefits of call monitoring?

A. It provides training, mentoring and identification of service level management opportunities

B. it identifies training needs, performance needs and identification of marketing opportunities

C. It provides staff feedback, mentoring opportunities and identification of training opportunities

D. It verifies user perception, technical knowledge and training opportunities

Which of the options best describes some primary benefits of using electronic support delivery tools in a Service Desk environment?

A. It may restore services faster and it enables the analyst to train users how to be more self sufficient

B. It increases first contact resolution and reduces the number of Incidents

C. It decreases fix-time and allows users to see what analysts see

D. It allows users to watch and learn how the analyst solves problems and reduces the volume of Incidents logged

Which of these options would NOT be a typical characteristic of a good leader?

A. Making decisions, even unpopular ones

B. Effectively delegating tasks

C. Making inspirational and motivational speeches

D. Having excellent communication skills

If you have built a successful and effective team, what would be one of the greatest benefits you would see?

A. Staff spend time together in the pub or outside work as well

B. Senior management notice and praise the buzz in your office

C. The team is more motivated and there is higher morale

D. Customer gives better feedback scores from surveys

Which of these statements best describes characteristics of coaching?

A. It is performance and task-related; it helps to establish goals; it identifies opportunities to achieve the goals

B. It has specific, short-term objectives; it is performance and task related; it is strategic in nature

C. It aims to demonstrate required behavior; it helps to measure goals; it is performance and taskrelated

D. It is strategic in nature; it identifies opportunities to achieve goals; it aims to change behaviour