SD0-302 Online Practice Questions and Answers

Performing a skills gap analysis and identifying appropriate salary levels are preparatory requirements for what?

A. Service Desk recruitment

B. Service Catalogue definition

C. Service Level Agreement negotiation

D. Skills Matrix creation

You are explaining the role of the Service Desk to your new analysts. Which of these options best describes one of the key requirements?

A. The Service Desks role is to provide a high-quality service promptly and consistently

B. The Service Desks role is to resolve users Problems and record all Change Requests

C. The Service Desks role is to initiate other support teams into the Standard Operating Procedures of the Service Desk

D. The Service Desks role is to act as a single point of contact for all organisational enquiries

Which of these options is a best practice to follow when you are taking actions that will affect other departments or teams?

A. Give serious consideration to what people will think of you if your ideas do not work

B. Discuss with other managers to identify the possible effects of your actions on others

C. Implement your ideas as soon as you have decided on the best course of action

D. Make a presentation to other teams letting them know what you have done

Which of these options is a management metric for IT Change Management?

A. The number of partial changes

B. The number of unauthorised changes rejected

C. The number of unscheduled change requests

D. The number of rescheduled change requests

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 SACM can be used to help resolve Incidents quickly

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

Which process involves recognizing how to anticipate problems, develop contingency plans and sustain progress?

A. Incident Management

B. Problem Management

C. Issue Management

D. Risk Management

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

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

If you were seeking to monitor the quality of your Incident Monitoring, which of these options best describes a suitable method?

A. Matching individual Incident responses against SLA performance levels

B. Following up calls with users and 2nd level support for every call

C. Conducting an online review with the analyst after the Incident is closed

D. Reviewing Incident performance across the industry for comparison

Which of these options best describes a common issue encountered when implementing IT Service Management tools?

A. Too much time is spent on tracking cultural issues to ensure success

B. There is a lack of management information

C. The choice of available tools is too wide

D. Systems can be considered as relevant only to the Service Desk

What is the purpose of on-site (desk-side) support in a Service Desk environment?

A. To provide personal one-to-one support for every user

B. To provide a support person on-site to resolve an Incident or Service Request

C. To ensure rapid response for every user issue

D. To ensure users are reassured that IT support is always close to hand

Which of these options is a primary objective of self- service for Service Desks?

A. To enable users to become experts in IT support

B. To help users to log their own incidents

C. To enable users to resolve incidents for their colleagues

D. To help users to close their own incidents

Which of these options would be most desirable in achieving long-term working relationships with members of your staff?

A. Reviewing the social activities of the team to allow for greater team bonding

B. Reviewing team structure for ways to make best use of the skills of team members

C. Being consistent with rates of pay regardless of performance

D. Being supportive when team members require additional time away from work

When you are recruiting new members of your team, a key requirement is that they are good team players. Of these options, which best describes characteristics you would look for during your interview and selection process?

A. Single-minded, with a flexible approach

B. A flexible, open-minded and enthusiastic approach

C. A strong personality with an immense array of knowledge

D. A popular person with advice and suggestions for everyone

Which option best identifies a way to continually keep staff developing their skills?

A. Give everyone varied tasks each week

B. Ensure staff have regular outside training

C. Give all staff an equal career development budget

D. Ensure we learn from each failure