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: Dec 18, 2025

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Question 1

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

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

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

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

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

Answer: A

Question 2

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 3

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 4

Which would be a desirable quality to look for in Service Desk staff?

A : ick learner

B : rategic focus

C : rill seeker

D : chnical focus

Answer: A

Question 5

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

Page: 1 / 47

Total 233 Questions | Updated On: Dec 18, 2025

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