sdi sd0-302 practice test

Performing a skills gap analysis and identifying appropriate salary levels are preparatory
requirements
for what?

• A. Service Desk recruitment
• B. Service Catalogue definition
• C. Service Level Agreement negotiation
• D. Skills Matrix creation

Which of these options would be a management activity in directing, controlling and co-ordinating
activities?

• A. Providing guidance to staff when needed
• B. Providing an efficient ergonomic office environment
• C. Developing and documenting staff management procedures
• D. Developing and implementing an effective IT platform

Which of these options isT likely to be a role of the Service Desk?

• A. To balance support expenses to keep IT support performing at the optimum levels of quality and cost effectiveness
• B. To integrate support goals with business goals
• C. To provide individual and personal IT support to each business user
• D. To report on service breaches and their reasons

You are explaining the role of the Service Desk to your new analysts. Which of these options best
describes one of the key requirements?

• A. The Service Desks role is to provide a high-quality service promptly and consistently
• B. The Service Desks role is to resolve users Problems and record all Change Requests
• C. The Service Desks role is to initiate other support teams into the Standard Operating Procedures of the Service Desk
• D. The Service Desks role is to act as a single point of contact for all organisational enquiries

Which of these options isT a responsibility of the Service Desk?

• A. Developing and implementing Service Desk goals that integrate with business objectives
• B. Representing the IT organisation to its users
• C. Maintaining the highest level of productive IT time for users in accordance with the SLA
• D. Providing the user with root cause analysis for Incidents resolved at first level

Which option is a clear objective of having a Service Desk mission statement?

• A. To inform staff to follow procedures
• B. To get IT resolver groups working to clear OLAs
• C. To show IT management how the Service Desk is structured
• D. To obtain commitment and buy-in to the Service Desk

Which statement best describes some of the characteristics of a successful Service Desk?

• A. Measurements are published when the KPIs have been met or exceeded: Service Improvement Programmes are discussed
• B. Satisfaction surveys for both staff and customers are considered superfluous: resource management is reviewed annually
• C. Leadership practices ensure that future direction is clearly laid out: policies are documented, regularly reviewed and monitored
• D. Benchmarking is pencilled in for the next financial cycle: Continual Service Improvement will be discussed at that time

Which of these options most closely represents the overall mission of the Service Desk?

• A. to promote the use of self-help tools and drive down support costs
• B. to provide high-quality and consistent user and technical support
• C. to continually improve the quality of IT services
• D. to present the best possible public image to customers and users

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

What is the purpose of a Service Desk vision statement?

• A. To assist staff in achieving their dream goals in their future careers
• B. To help management see where the Service Desk is going strategically
• C. To keep the Service Desk in the forefront of user minds
• D. To ensure that all staff understand the vision and consistently work towards it