SD0-302 Online Practice Questions and Answers

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

A. Short-term goals

B. Medium-term objectives

C. Long-term goals

D. Ongoing operational objectives

Why is it important to integrate business and IT objectives?

A. To ensure that IT works towards the same goals as the business

B. To ensure that the development of IT services is in line with current industry best practice

C. To give the business confidence in the IT services function

D. To allow IT to be effectively built into every business area

Conducting an assessment is a necessary step in managing change and for continual improvement.

Which of these options best describes key types of assessment methods?

A. SWOT, CSA and GAP analyses

B. CSA, COBIT and GAP analyses

C. SWOT and CSA analyses and COBIT D. GAP analysis, COBIT and ISO20000

Which of these options best describes a reactive objective of Problem Management?

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

B. To prevent the occurrence of Incidents

C. To prevent the recurrence of Incidents

D. To determine the root cause of Incidents and initiate corrective actions

Which of these options is NOT a benefit of the Problem Management process?

A. It improves productivity of the business and IT

B. It removes the need for SLAs

C. It reduces the time to resolve Incidents

D. It increases first contact resolutions

Which of these options does SKMS stand for?

A. Service Knowledge Management Store

B. Service Knowledge Management System

C. System Knowledge Management Service

D. System Knowledge Management Store

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 creates a silo approach for the availability of knowledge

B. It provides new starters with induction training

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

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

What might be one purpose of a QA programme?

A. To address service management process issues

B. To address service performance that is not meeting expectations

C. To address technical service delivery issues

D. To address internal cultural issues

Which of these options best describes one of the purposes of using electronic support tools?

A. It saves the need to physically assist users to fix issues

B. It saves the cost of a person being involved

C. It is more user-friendly to work through issues on screen together

D. It quickly restores users to a functioning state

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