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: Oct 28, 2025

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Question 1

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

Management process

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

B : ensures that the Service Continuity Plan is regularly tested

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

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

Answer: A

Question 2

Which of these options can be achieved using Computer Telephony Integration (CTI)?

A : cident popping

B : reen management

C : ll screening

D : reen popping

Answer: D

Question 3

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

Question 4

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 5

Which of these options best describes common technologies used by the Service Desk?

A : X, ITIL and IVR

B : R, E-talk and Wikis

C : Mail, Blogs, SLAs

D : , KPIs and AVR

Answer: B

Page: 1 / 47

Total 233 Questions | Updated On: Oct 28, 2025

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