SDI SD0-302 SDI Exam Practice Test Instant Access

Question 1

Which of these statements best describes characteristics of coaching?

AIt is performance and task-related; it helps to establish goals; it identifies opportunities to achieve the
goals

BIt has specific, short-term objectives; it is performance and task related; it is strategic in nature

CIt aims to demonstrate required behaviour; it helps to measure goals; it is performance and task-related

DIt is strategic in nature; it identifies opportunities to achieve goals; it aims to change behaviour

Answer : A

Question 2

Which of these wouldT be a good way to recognise and reward staff?

AHighlighting individual and team contributions individually and publicly

BHaving consistent, fair and equitable recognition and reward programmes

CReinforcing and recognising desired behaviours in a timely manner

DWorking towards achieving the highest performance rating in the organisation every year

Answer : D

Question 3

Which of these isT a benefit of a structured approach to induction?

AReduced time to get new staff working effectively

BReduced time spent by managers in dealing with inductees

CReduced risk of adopting bad habits

DReduced risk of basic errors and misunderstandings

Answer : B

Question 4

If you regularly induct new staff, which of the following options would you include in the development

of a structured induction process?

AProvide set information for all, with the levels of information and the focus dependent on the role

BSet up a totally individual agenda tailored to the background and experience of each inductee

CSet up recommended timing schedules for briefings with key staff

DSet up an induction manual template for each type of potential inductee

Answer : A

Question 5

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

AQuick learner

BStrategic focus

CThrill seeker

DTechnical focus

Answer : A

Question 6

You run a very busy, high-pressure Service Desk and are in the process of recruiting several new

analysts. Which of these options most accurately relates to a key element of the interview process?

AUse a relaxed and informal approach withte-taking and few pre-prepared questions

BHave a clear structure for the interviews and allow the candidate to express his or her preferences for
the type of questions s/he prefers to be asked

CEnsure that you follow your organisations recruitment process

DUse role-play in the interview to assess their ability to perform under pressure

Answer : C

Question 7

Which of these options would be a common issue to overcome when introducing self-healing tools?

ASome support team members are reluctant to help install the tools

BSome customers are resistant, depending on levels of IT maturity

CSome customers are over enthusiastic about adopting new tools

DSome users become uncommunicative and out of touch

Answer : B

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