SDI SD0-302 SDI Exam Practice Test Instant Access

Question 1

In the mentoring process, what is the recommended period of time for the follow-up meeting to be

scheduled?

A3 4 weeks

B2 3 months

C5 10 days

D24 48 hours

Answer : C

Question 2

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 3

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 4

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 5

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 6

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 7

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

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