SD0-302 Online Practice Questions and Answers

Which of these options would be an appropriate channel of communication to discuss team performance?

A. A peer-group meeting

B. An informal discussion by the water cooler

C. A one-on-one appraisal meeting

D. A meeting after work in a social setting

What steps should you take to manage the service expectations of stakeholders?

A. Use KPIs to calculate service ROI

B. Build SLAs based on IT measures

C. Build a catalogue of systems for all customers

D. Use customer surveys to identify business needs

Reducing the impact of disruptions to IT services on the business, improving staff utilisation and resolution times are benefits of which process?

A. Problem Management

B. Service Level Management

C. IT Service Management

D. Incident Management

Which type of survey would you use to evaluate the success of your recent implementation of selflogging for users?

A. A one-off survey

B. A periodic survey

C. A performance survey

D. An event survey

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

A. Incident Management knowledge

B. High levels of process development knowledge

C. Basic level technical skills

D. Management competency

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 create a positive working environment?

A. Pay some of your team at very high salary levels

B. Ensure that staff are always given positive messages

C. Offering varying KPIs and standards to staff

D. Create a sense of belonging in the team

You believe that a happy workforce is productive, and that if people are happy they will be less likely to look for other employment. Which of these options is a method you can use for understanding the levels of satisfaction in your team?

A. Provide a counselling service at the workplace and monitor how many of your team use it

B. Have an office that is away from your team's area so that they won't feel you are spying on them

C. Organise regular one-to-ones with your manager to let him/her know how everyone is doing D. Observe how your team is performing on a day-to-day, week-by-week basis

As a Service Desk manager you need to have good planning skills. Which of these options is a key element of the planning process?

A. Allocation of schedules and budgets

B. Defining your role and the Service Desks mission

C. Setting goals and objectives

D. Using SMART methodology and setting short-term objectives

Which of these options is a suitable technique for dealing with stress?

A. Primal team scream

B. A mix of work and outside activities

C. Shouting when off the phone

D. Sticking to agreed procedures