Printable PDFSDI SD0-302 Exam Questions & Answers
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Vendor: SDI
Exam Code: SD0-302
Exam Name: SDI - SERVICE DESK MANAGER QUALIFICATION
Certification Provider: SDI
Total Questions: 232 Q&A
Updated on: Mar 29, 2025
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SD0-302 Online Practice Questions and Answers
Your manager has asked you to undertake a PR exercise to promote the Service Desk to the business; which of these options would best describe your main objectives for this exercise?
A. Educating users on the value of the Service Desk and the explaining the content of the SLA
B. Increasing the visibility of the Service Desk and clarifying user responsibilities and benefits
C. Raising user awareness of the Service Desks opening hours and providing job descriptions
D. Dictating user behaviour and improving user satisfaction
One of your analysts has asked you what ITIL is. Which of these options is the best explanation you could give him/her?
A. It is worldwide best practice and offers guidance for designing, planning, delivering and managing IT Services and Support and it aligns with ISO/IEC 20000
B. It is worldwide methodology for best practice for all IT Services and Support and it aligns with ISO 9000
C. It is worldwide methodology for guidance in design, planning and delivering IT projects and it aligns with ISO 15000
D. It is worldwide best practice for the implementation of IT Business strategies and it aligns with IEC/IEC 20000
Which of these options would be considered a Problem Management KPI?
A. Service Desk SLAs being met
B. Number of escalations
C. Increased Incident resolution
D. Reduced numbers of Incidents
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