Free Practice Questions for SDI SD0-302 Exam

Question 1

Which of these options would be an advantage you could confidently highlight when recommending

outsourcing to your organisation?

AIt will facilitate improved staffing flexibility

BIt will eliminate staffing problems

CIt will improve the profitability of the organisation

DIt will improve service performance

Correct Answer: A. It will facilitate improved staffing flexibility

Question 2

Which of these definitions best describes the value of benchmarking in a Service Desk environment?

ATo provide meaningful and readily implemented improvement recommendations

BTo see how successful the Service Desk is compared to others

CTo achieve industry leading status for the Service Desk

DTo demonstrate the Service Desks value to management

Correct Answer: A. To provide meaningful and readily implemented improvement recommendations

Question 3

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

ATo balance support expenses to keep IT support performing at the optimum levels of quality and cost
effectiveness

BTo integrate support goals with business goals

CTo provide individual and personal IT support to each business user

DTo report on service breaches and their reasons

Correct Answer: C. To provide individual and personal IT support to each business user

Question 4

Which of the following is one of the primary objectives for using ITSM tools?

ATo control IT and Service Desk staff

BTo deliver process metrics from a single tool

CTo deliver an ITIL accredited framework

DTo achieve ISO/IEC 20000

Correct Answer: B. To deliver process metrics from a single tool

Question 5

If you were seeking to monitor the quality of your Incident Monitoring, which of these options best

describes a suitable method?

AMatching individual Incident responses against SLA performance levels

BFollowing up calls with users and 2nd level support for every call

CConducting an online review with the analyst after the Incident is closed

DReviewing Incident performance across the industry for comparison

Correct Answer: C. Conducting an online review with the analyst after the Incident is closed

Question 6

Which of the following options would youT include in your SKMS?

ABooks such as user guides and reference manuals

BList of problem users

CPersonal experience

DUser comments and feedback

Correct Answer: B. List of problem users

Question 7

How could you demonstrate that you are maintaining a balanced and positive outlook?

ABy having regular social events with all staff

BBy sharing problems and concerns with friends or advisers

CBy holding weekly motivational meetings

DBy having dress-down days on a Friday

Correct Answer: B. By sharing problems and concerns with friends or advisers

Question 8

Youve been asked to look at out-sourcing and off-shoring the Service Desk Which of these options

is the most critical to your evaluation?

ASarbanes Oxley

BITIL awareness and compliance

CThe cost of management

DRemoving the need to manage people and problems

Correct Answer: C. The cost of management

Question 9

In which ITSM process would you expect to find management/operational metrics relating to the

number of identified new risks?

ARelease and Deployment Management

BService Asset and Configuration Management

CIT Service Continuity Management

DChange Management

Correct Answer: C. IT Service Continuity Management

Question 10

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

Correct Answer: B. To help users to log their own incidents

Question 11

You have been asked to produce a model for the most cost-effective way to deliver service across all

parts of the organisation. Your manager has indicated that her preference is a right-sourcing option. What

does this mean?

AServices are delivered from another part of the world

BServices are delivered on your premises by 3rd parties

CServices are delivered externally by 3rd parties

DServices are delivered by a mix of in-house and external options

Correct Answer: D. Services are delivered by a mix of in-house and external options

Question 12

Using self-service as a delivery method in a Service Desk environment is often seen as a great step

to reduce direct user contact costs which of the following is also a benefit of self-service?

AIt can help to prevent users calling the Service Desk

BIt can be used to log calls, service requests or Incidents, saving Service Desk time

CIt can develop tailored tutorials to help users help themselves

DIt can eliminate the need to provide feedback to users

Correct Answer: B. It can be used to log calls, service requests or Incidents, saving Service Desk time

Question 13

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

Correct Answer: B. Reduced time spent by managers in dealing with inductees

Question 14

Conducting an assessment is a necessary step in managing change and for continual improvement.

Which of these options best describes key types of assessment methods?

ASWOT, CSA and GAP analyses

BCSA, COBIT and GAP analyses

CSWOT and CSA analyses and COBIT

DGAP analysis, COBIT and ISO20000

Correct Answer: A. SWOT, CSA and GAP analyses

Question 15

Which of these options best describes a benefit of benchmarking?

AIt facilitates the Service Desk recruitment process

BIt facilitates the creation of Service Desk teams

CIt facilitates the creation of Service Desk disciplinary processes

DIt facilitates Service Desk best practices

Correct Answer: D. It facilitates Service Desk best practices