Free Online SDI SD0-302 Practice Test

Prepare Your SDI SD0-302 Exam Questions with Free online SD0-302 Practice Test. Get Brilliant Service Desk Manager Qualification Exam Results with Valid SD0 302 Exam Dumps.

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Total 233 Questions | Updated On: May 14, 2024

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Question 1

Which of these options is a step in the resource-scheduling process?

A : Determining staffing requirements based on projected volume and service levels

B : Setting staff schedules to fit with individual start/finish times

C : Ensuring 24 hour shift staffing is at a standard level

D : Providing an accurate call volume forecast for every shift and person

Answer: A

Question 2

Which of these options would be a typical feature of an On-going survey?

A : It is carried out on a six monthly cycle

B : It is executed as soon as possible after a call is closed

C : It is conducted with a minimum of 10 questions to be comprehensive

D : It is designed to show longer term trends in customer satisfaction

Answer: B

Question 3

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

Answer: C

Question 4

Identify one of the Service Desks responsibilities in its relationship with the IT Service Continuity

Management process

A : It develops a Service Desk Disaster Recovery Plan in order to provide support post emergency

B : It ensures that the Service Continuity Plan is regularly tested

C : It ensures that the off-site disaster recovery location is adequately assessed for risk

D : It develops Data Continuity Plans to support the Disaster Recovery Plan

Answer: A

Question 5

Which statement best describes the difference between Reactive Problem Management and

Proactive Problem Management?

A : Reactive Problem Management is concerned with solving problems in response to Known Errors;Proactive Problem Management is concerned with identifying quick fixes

B : Reactive Problem Management is concerned with solving problems in response to one or moreIncidents; Proactive Problem Management is concerned with identifying underlying Problems

C : Reactive Problem Management is concerned with analysing and trending Incident records; ProactiveProblem Management is concerned with solving problems in response to one or more Incidents

D : Reactive Problem Management is concerned with eliminating root causes; Proactive ProblemManagement is concerned with identifying future business needs

Answer: B

Page: 1 / 47

Total 233 Questions | Updated On: May 14, 2024

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