SDI SD0-302 SDI Exam Practice Test Instant Access

Question 1

Which of these options is the best method of improving Service Desk performance?

AUsing industry KPIs as targets

BIncreasing the speed-to-answer time

CUsing a SWOT analysis to identify improvements

DFocussing on the abandon rate

Answer : C

Question 2

When you were initially appointed as the Service Desk Manager you found that you had inherited a

team consisting mostly of demotivated people who were considering looking for other jobs, and you

worked hard to improve this situation. Other than staff retention, what is a key benefit of motivation?

AIt allows people to be creative and innovative

BIt creates a lively but amusing environment

CIt eliminates the need for processes and procedures

DIt enables the team to become self-managing

Answer : A

Question 3

Communicating the vision and direction to the Service Desk, and motivating and mentoring staff are

characteristics that demonstrate which of these options?

AManagement style

BCreativity

CCustomer Service

DLeadership

Answer : D

Question 4

Which of these options best describes good resource management?

AGiving all staff full responsibility

BAlways having extra resources on hand

CConstantly stretching the team

DUsing the right people for the work

Answer : D

Question 5

Which of the options best describes how to constructively address individual performance issues?

ADiscuss the solution to the problem before the causes and handle issues in a timely manner

BCommunicate the desired outcome of the change in behaviour and be general in your discussions

CHandle issues in a timely manner and focus on changing the behaviour rather than the person

DBe general in your discussions and discuss the solution of the problem before the causes

Answer : C

Question 6

Which of these options is a primary objective of self- service for Service Desks?

ATo enable users to become experts in IT support

BTo help users to log their own incidents

CTo enable users to resolve incidents for their colleagues

DTo help users to close their own incidents

Answer : B

Question 7

Enabling users to log and track the status of their own Incidents and Service Requests is the primary

purpose of

AIncident management

BRelease and Deployment management

CIT Self-healing

DIT Self-service

Answer : D

SDI SD0-302 Service Desk Manager Qualification SDI Exam Practice Test