Free SDI SD0-302 Exam Questions

Become SDI Certified with updated SD0-302 exam questions and correct answers

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Total 233 Questions | Updated On: Jul 30, 2025

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Question 1

Which of these wouldT be a key objective of electronic support delivery tools in a Service Desk

environment?

A : is cost effective

B : It leads to fewer escalated calls

C : enables users to learn how to resolve certain Incidents

D : enables second and third level support teams to be less involved with simple problems

Answer: D

Question 2

You are inducting a new starter on the Service Desk theyve read some documentation and ask you

for a good brief description of Incident Management. Which of these options best describes one of the

required outcomes of Incident Management?

A : cident Management is a re-useable process for issue-fixing before Problem Management

B : cident Management gets users back to work quickly with minimum impact

C : cident Management ensures that all Problems are classified at root cause

D : cident Management ensures a formal approach to customer support

Answer: B

Question 3

Why do we need OLAs?

A : provide business-level reporting

B : demonstrate service quality

C : ensure that IT teams meet SLAs

D : tie down all the IT parties to contracts

Answer: C

Question 4

Which of these options best describes a benefit of benchmarking?

A : facilitates the Service Desk recruitment process

B : facilitates the creation of Service Desk teams

C : facilitates the creation of Service Desk disciplinary processes

D : facilitates Service Desk best practices

Answer: D

Question 5

Which of these options is a requirement of Release Management?

A : rvice Desk involvement in the design and build process of the development lifecycle

B : Service Desk involvement in the development process so that it can provide appropriate support fornew systems

C : rvice Desk involvement in reviewing new system specifications

D : rvice Desk involvement in reviewing project plans

Answer: B

Page: 1 / 47

Total 233 Questions | Updated On: Jul 30, 2025

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