SDI - SERVICE DESK MANAGER QUALIFICATION - SD0-302 Free Exam Questions

A. A tough, uncompromising type

B. A quality-driven person

C. A problem solver

D. A creative person

A. To clearly identify the business dependencies of each inventory item

B. To record the ownership of every item of hardware and software in the asset base

C. To map assets into a clear network infrastructure diagram

D. To ensure that IT services, assets, resources and processes are properly managed and maintained

A. Service Desk involvement in reviewing new system specifications

B. Service Desk involvement in the development process so that it can provide appropriate support for new systems

C. Service Desk involvement in the design and build process of the development lifecycle

D. Service Desk involvement in reviewing project plans

A. Statistical analysis

B. Market research

C. Service Level reporting

D. Focus groups

A. The Service Desks KPIs

B. The effectiveness of Knowledge Management

C. The complexity of the Incidents or Service Requests

D. The stipulations of the SLA

A. Managing your teams expectations

B. Managing your managers expectations

C. Managing your users expectations

D. Managing your own expectations

A. SLM

B. COBIT

C. ITIL

D. Six Sigma

A. Benchmarking is pencilled in for the next financial cycle: Continual Service Improvement will be discussed at that time

B. Satisfaction surveys for both staff and customers are considered superfluous: resource management is reviewed annually

C. Measurements are published when the KPIs have been met or exceeded: Service Improvement Programmes are discussed

D. Leadership practices ensure that future direction is clearly laid out: policies are documented, regularly reviewed and monitored

A. To ensure that technical aspects of a Change are addressed

B. To remove risks of failure from approved Changes

C. To create a database of quick fixes for common Changes

D. To control Changes to the IT Infrastructure

A. Improved management of issues

B. An increase in potential lost revenue

C. Potential lower insurance premiums

D. A reduction in the number of repeat Incidents

A. It boosts an individual's knowledge of their industry

B. It helps people work together better in a team

C. It strengthens an individual's self-development

D. It enables individuals to carry out tasks more effectively