SD0-302 Online Practice Questions and Answers

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

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 are tasked with delivering a presentation to your senior management team on the topic of The New, Improved Service Desk. What is a key point to remember when preparing this presentation?

A. Senior management is always interested in IT Service Management

B. The language of the boardroom is the most appropriate way to speak

C. The use of technological terms is quite acceptable

D. The visual aids should be packed with information

Which of the following options would NOT be essential in helping you to manage your stakeholders expectations?

A. Specifying individual service feedback mechanisms

B. Creating a Service Catalogue with service offerings clearly defined

C. Defining service levels that balance resources and capabilities with business requirements

D. Offering multiple channels to provide information about the Service Desk

Which of these options is part of the Service Desks responsibility in the Release and Deployment Management process?

A. It works with development teams to ensure services are supported at and beyond launch

B. It supports development teams in aligning new applications with business needs

C. It manages the rollout of key application releases

D. It works with users to ensure they are satisfied with new applications

Which of these options is NOT a component of the Service Level Management process?

A. Service Catalogue (SC)

B. Service Improvement Programme (SIP)

C. Service Agreement Practice (SAP)

D. Service Level Requirements (SLR)

Which of these options best describes key components of a Service Catalogue?

A. IT services, customer responsibilities and OLAs

B. Critical business periods, IT services and Incident data

C. Customer responsibilities, critical business periods and SLAs

D. SLAs, individual KPIs and charges where appropriate

Which Service Desk service delivery channel identifies when an Incident has occurred and automatically initiates remedial action?

A. Self-service

B. Self-healing

C. Self-help

D. Remote support

You run a very busy, high-pressure Service Desk and are in the process of recruiting several new analysts. Which of these options most accurately relates to a key element of the interview process?

A. Use a relaxed and informal approach with no note-taking and few pre-prepared questions

B. Have a clear structure for the interviews and allow the candidate to express his or her preferences for the type of questions s/he prefers to be asked

C. Ensure that you follow your organizations recruitment process

D. Use role-play in the interview to assess their ability to perform under pressure

Which of these options is a psychological symptom of stress?

A. Inability to articulate properly

B. Increased heart rate

C. Increased blood pressure

D. Over reaction to situations