SDI.SD0-302.v2019-01-10.q136

Exam Code:SD0-302
Exam Name:SDI - SERVICE DESK MANAGER QUALIFICATION
Certification Provider:SDI
Free Question Number:136
Version:v2019-01-10
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# of Questions views:6227
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Exam Question List
Question 1: Which of these options is a benefit of right-sourcing?...
Question 2: Which of these options best describes good resource manageme...
Question 3: Which of these definitions best describes the value of bench...
Question 4: If you are documenting new processes and procedures, which o...
Question 5: Your manager is concerned that the relationships between the...
Question 6: Which of these options best describes a common issue encount...
Question 7: To provide the most appropriate form of support for the user...
Question 8: You run a very busy, high-pressure Service Desk and are in t...
Question 9: Which of these wouldn't be a key objective of electronic sup...
Question 10: You are in the process of developing a program of activities...
Question 11: What can self-healing tools deliver?...
Question 12: You are about to make a presentation to the Board to agree t...
Question 13: You want to develop your career and position within the orga...
Question 14: Which of these options best describes one of the purposes of...
Question 15: Why is it important to integrate business and IT objectives?...
Question 16: Which of these options wouldn't be a typical characteristic ...
Question 17: If you had to select a benefit of an ACD from this list, whi...
Question 18: Which of these options is a variable used to determine which...
Question 19: Which of these options is a characteristic of a successful m...
Question 20: Which type of Telephony System will provide a consistent and...
Question 21: What steps should you take to manage the service expectation...
Question 22: Why is Incident monitoring a valuable Service Desk activity?...
Question 23: If you were establishing a Problem Management process in you...
Question 24: As a Service Desk Manager, which option best describes one o...
Question 25: Which of these options is a financial management activity?...
Question 26: You need to identify the best solution to resolve a number o...
Question 27: There are many support options available for Service Desks a...
Question 28: Your manager has asked you to undertake a PR exercise to pro...
Question 29: If you were seeking to monitor the quality of your Incident ...
Question 30: Which of these options would be a common issue to overcome w...
Question 31: Which of these options would you consider to be the most imp...
Question 32: If your Service Desk is using its IT Service Management syst...
Question 33: Which of these options is the best description of one of the...
Question 34: Which of the following is a Problem Management activity?...
Question 35: You need to make a presentation to your staff. What consider...
Question 36: Which of these options is an objective of an ACD system?...
Question 37: You have recently been promoted to Service Desk Manager and ...
Question 38: Which of these options is the most important reason for a Se...
Question 39: You are tasked with delivering a presentation to your senior...
Question 40: Which of these options best describes periodic surveys?...
Question 41: Which of the options best describes some primary benefits of...
Question 42: Which of these options is an objective of financial manageme...
Question 43: How could you demonstrate that you are maintaining a balance...
Question 44: Which of these options best describes a benefit of benchmark...
Question 45: Which of these options is a best practice to follow when you...
Question 46: You are inducting a new starter on the Service Desk they've ...
Question 47: If you were providing a list of key performance indicators f...
Question 48: You've been asked to look at out-sourcing and off-shoring th...
Question 49: Enabling users to log and track the status of their own Inci...
Question 50: As a Service Desk manager, if you have a crisis situation su...
Question 51: What might be one purpose of a QA program?...
Question 52: You need to work with your suppliers to improve the costs an...
Question 53: If you were explaining the Service Desks responsibilities in...
Question 54: As a Service Desk manager you are expected to demonstrate ce...
Question 55: You need to write a business case for your new ITSM software...
Question 56: What are two common types of benchmarking?...
Question 57: Which statement most accurately describes typical key perfor...
Question 58: Conducting an assessment is a necessary step in managing cha...
Question 59: If you are outsourcing your support operation, which of thes...
Question 60: As a Service Desk manager, which of these options would you ...
Question 61: You have been informed that a company merger is planned whic...
Question 62: Which of the options best describes how to constructively ad...
Question 63: Which is a benefit of telephone support in a Service Desk?...
Question 64: Which of these options would be one of the three major activ...
Question 65: Which of the following options is an effective listening ski...
Question 66: You have been asked to produce a model for the most cost-eff...
Question 67: Which of these options is a Service Desk model you might con...
Question 68: Which of these options best describes the benefits of using ...
Question 69: What is the best definition of in-sourcing?...
Question 70: You have been asked to introduce self-service tools for your...
Question 71: Which of the following is one of the primary objectives for ...
Question 72: Which of these options would you regard as a common Quality ...
Question 73: Which of the following options wouldn't be essential in help...
Question 74: Which of these options would create a positive working envir...
Question 75: You are about to attend what could be a difficult meeting wi...
Question 76: You believe that a happy workforce is productive, and that i...
Question 77: Which of these options would be an appropriate channel of co...
Question 78: Which of the options best describes a principal benefit of I...
Question 79: Which of these wouldn't be a good way to recognize and rewar...
Question 80: A successful project plan will always include:...
Question 81: What is a primary purpose of a customer satisfaction survey?...
Question 82: What is the purpose of on-site (desk-side) support in a Serv...
Question 83: Which of these options would you use to support changing bus...
Question 84: Identify a key component of a good internal communications p...
Question 85: You are planning a promotion campaign to raise customer awar...
Question 86: Which of these options is an objective of IT Service Managem...
Question 87: Which of these options would be most desirable in achieving ...
Question 88: Which of these options is a common mechanism for call monito...
Question 89: Which of these options is likely to be an issue when integra...
Question 90: Which of these options should you consider when you need to ...
Question 91: Which one of these options would be a feature of effective m...
Question 92: If you regularly induct new staff, which of the following op...
Question 93: What metrics would you expect to come from the Incident Mana...
Question 94: Which would be a desirable quality to look for in Service De...
Question 95: Which Service Desk service delivery channel identifies when ...
Question 96: Which of these options is the best method of improving Servi...
Question 97: One of your analysts has asked you what ITIL is. Which of th...
Question 98: When you are addressing a meeting, which of these options be...
Question 99: You are explaining the benefits of desk-side support to your...
Question 100: Which of these options is a benefit of the Problem Managemen...
Question 101: Using self-service as a delivery method in a Service Desk en...
Question 102: When you were initially appointed as the Service Desk Manage...
Question 103: Which of the following options would be a clear benefit of u...
Question 104: As a Service Desk manager you need to have good planning ski...
Question 105: Which option best describes some common issues encountered w...
Question 106: What is a main Service Desk responsibility in the Incident M...
Question 107: Which of these options would be an advantage you could confi...
Question 108: Which option is the best description of Return on Investment...
Question 109: Which of these options best describes a reactive objective o...
Question 110: Which of these options is an appropriate type of Service Des...
Question 111: Which of these options best describes a skill level required...
Question 112: Which of these is a benefit of a structured approach to indu...
Question 113: You are meeting with your manager to request a proper budget...
Question 114: Which of these options is a step in the resource-scheduling ...
Question 115: Which of these options is a principal activity of the Incide...
Question 116: In relation to Human Resource and Team Development, which op...
Question 117: You are experiencing difficulties with your desktop support ...
Question 118: Which of these options is a key components of a marketing pr...
Question 119: Communicating the vision and direction to the Service Desk, ...
Question 120: Which of these options is the best description of right-sour...
Question 121: A skills matrix in place for all staff and a training budget...
Question 122: Which statement most accurately reflects some of the benefit...
Question 123: You have been tasked to select an IT Service Management tool...
Question 124: You are part of a team tasked with managing an Organizationa...
Question 125: How can you best demonstrate understanding of your Service D...
Question 126: When selecting a CTI system which of these would you choose ...
Question 127: Which of these options is a good reason for holding a team m...
Question 128: Which type of survey would you use to evaluate the success o...
Question 129: Which option best describes a purpose of Organizational Chan...
Question 130: Which of these options can be achieved using Computer Teleph...
Question 131: Which of these options is a primary objective of self- servi...
Question 132: Reducing the impact of disruptions to IT services on the bus...
Question 133: Which of these options best describes common technologies us...
Question 134: Which option best describes strategic awareness? Strategic a...
Question 135: Which of these options best describes one of the recognized ...
Question 136: As part of an investigation into outsourcing, which of the f...