SDI인증 SD0-302시험은 IT인증자격증중 가장 인기있는 자격증을 취득하는 필수시험 과목입니다. SDI인증 SD0-302시험을 패스해야만 자격증 취득이 가능합니다. ITExamDump의SDI인증 SD0-302는 최신 시험문제 커버율이 높아 시험패스가 아주 간단합니다. SDI인증 SD0-302덤프만 공부하시면 아무런 우려없이 시험 보셔도 됩니다. 시험합격하면 좋은 소식 전해주세요.
많은 분들이 고난의도인 IT관련인증시험을 응시하고 싶어 하는데 이런 시험은 많은 전문적인 IT관련지식이 필요합니다. 시험은 당연히 완전히 전문적인 IT관련지식을 터득하자만이 패스할 가능성이 높습니다. 하지만 지금은 많은 방법들로 여러분의 부족한 면을 보충해드릴 수 있으며 또 힘든 IT시험도 패스하실 수 있습니다. 혹은 여러분은 전문적인 IT관련지식을 터득하자들보다 더 간단히 더 빨리 시험을 패스하실 수 있습니다.
현재 경쟁울이 심한IT시대에,SDI SD0-302자격증 취득만으로 이 경쟁이 심한 사회에서 자신만의위치를 보장할수 있고 더욱이는 한층업된 삶을 누릴수 있을수도 있습니다. 우리ITExamDump 에서 여러분은SDI SD0-302관련 학습지도서를 얻을 수 있습니다. 우리ITExamDump는 IT업계엘리트 한 강사들이 퍼펙트한SDI SD0-302문제집을 만들어서 제공합니다. 우리가 제공하는SDI SD0-302문제와 답으로 여러분은 한번에 성공적으로 시험을 패스 하실수 있습니다. 중요한것 저희 문제집을 선택함으로 여러분의 시간도 절약해드리고 무엇보다도 많은 근심없이 심플하게 시험을 패스하여 좋다는 점입니다.
자신을 부단히 업그레이드하려면 많은 노력이 필요합니다. IT업종 종사자라면 국제승인 IT인증자격증을 취득하는것이 자신을 업그레이드하는것과 같습니다. SDI인증 SD0-302시험을 패스하여 원하는 자격증을 취득하려면ITExamDump의SDI인증 SD0-302덤프를 추천해드립니다. 하루빨리 덤프를 공부하여 자격증 부자가 되세요.
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시험 번호/코드: SD0-302
시험 이름: SDI (SDI - SERVICE DESK MANAGER QUALIFICATION)
SD0-302 덤프무료샘플다운로드하기: http://www.itexamdump.com/SD0-302.html
NO.1 You are explaining the role of the Service Desk to your new analysts. Which of these options best
describes one of the key requirements?
A. The Service Desks role is to provide a high-quality service promptly and consistently
B. The Service Desks role is to resolve users Problems and record all Change Requests
C. The Service Desks role is to initiate other support teams into the Standard Operating Procedures of the
Service Desk
D. The Service Desks role is to act as a single point of contact for all organisational enquiries
Answer: A
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NO.2 Which of these options is NOT a responsibility of the Service Desk?
A. Developing and implementing Service Desk goals that integrate with business objectives
B. Representing the IT organisation to its users
C. Maintaining the highest level of productive IT time for users in accordance with the SLA
D. Providing the user with root cause analysis for Incidents resolved at first level
Answer: D
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NO.3 Which of these options is NOT likely to be a role of the Service Desk?
A. To balance support expenses to keep IT support performing at the optimum levels of quality and cost
effectiveness
B. To integrate support goals with business goals
C. To provide individual and personal IT support to each business user
D. To report on service breaches and their reasons
Answer: C
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NO.4 Your IT director has told you that your team must follow best practice. What is a major benefit of so
doing?
A. Customers and employees will feel more satisfied with the service provided by your team
B. Senior management meetings will not dwell on the failings of your team
C. The speed of resolution becomes the sole focus of everyones attention
D. Team members are less likely to be involved in cross-department projects
Answer: A
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NO.5 You are trying to promote the Service Desk through a variety of recognised and effective channels.
Which of these statements best describes a channel to use?
A. Articles in the local newspaper and Have a Go days
B. Open house days and distributing Service Desk fliers
C. Distributing free pens and Service Desk induction training
D. Induction training and team-building away days
Answer: B
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NO.6 Performing a skills gap analysis and identifying appropriate salary levels are preparatory requirements
for what?
A. Service Desk recruitment
B. Service Catalogue definition
C. Service Level Agreement negotiation
D. Skills Matrix creation
Answer: A
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NO.7 Typically, what might a vision statement identify for the Service Desk?
A. Short-term goals
B. Medium-term objectives
C. Long-term goals
D. Ongoing operational objectives
Answer: C
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NO.8 Which of the following is a business best practice quality model?
A. COBIT
B. SLM
C. ITIL
D. Six Sigma
Answer: D
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NO.9 What is the key outcome of keeping commitments to users, team members and organisations?
A. It boosts credibility, trust and customer satisfaction
B. It boosts the teams importance and status
C. It enhances the problem-solving capability of the team
D. It demonstrates dedication to continued service improvement
Answer: A
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NO.10 Which option best describes the expectations of the Service Desk's users?
A. They have confidence that the Service Desk is in control of their Incident or Service Request when
speaking to a senior team member
B. Their incident is professionally managed and they receive consistent and courteous service
C. Their Incidents are resolved very quickly and they are periodically informed of progress
D. They are provided with good decision data and feedback on all their Incidents
Answer: B
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NO.11 You need to get a project and its budget approved by your board, which of these options would be the
most appropriate action to take?
A. Ensure that all stakeholders are sent regular operational reports about the project
B. Organise a conference for board members to discuss the project in detail
C. Build a business-based project plan to present to senior management
D. Write a full report on your opinion of the project and those responsible
Answer: C
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NO.12 You intend to implement some far-reaching changes to the way in which your Service Desk currently
operates, but to do so you need the support of other teams within IT. Which action should you undertake
to gain this support?
A. Give a presentation to the board of directors to guarantee their support
B. Make time to develop a social relationship with your manager
C. Demonstrate your understanding of any concerns others may have
D. Begin by creating a powerfully-worded vision statement
Answer: C
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NO.13 Which of these answers would NOT be a suitable area to include in your service ethics code of
conduct?
A. A list of expected behaviour to ensure that all Service Desk employees understand what the
organisation expects of them
B. Standards of moral and ethical behaviour
C. How to manage risk on behalf of the organisation
D. Specific techniques for dealing with difficult business partners
Answer: D
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NO.14 The Service Desk has a strategic role to play within an organisation, which of these options best
describes a method you could use to ensure that you are able to develop clear, insightful strategies?
A. Understand and communicate how the Service Desk assists the organisation in meeting its team
objectives
B. Familiarise yourself with the goals and objectives of other organisations
C. A best practice demonstrates good governance, a formal standard demonstrates adherence
D. Network with people in other organisations and within the support industry and your communities
Answer: D
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NO.15 Which of these options best describes the value of adopting a resource-planning model?
A. It helps even out the handling of calls across the day or shift
B. It quantifies the staffing required to meet SLA and business needs
C. It provides a sound recruitment base for consistent staffing
D. It boosts staff retention
Answer: B
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NO.16 Which option is a clear objective of having a Service Desk mission statement?
A. To inform staff to follow procedures
B. To get IT resolver groups working to clear OLAs
C. To show IT management how the Service Desk is structured
D. To obtain commitment and buy-in to the Service Desk
Answer: D
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NO.17 You have recently been promoted to Service Desk Manager and you are keen to show how much you
wish to succeed in this role. Which statement best describes some of the skills that will help you to
succeed?
A. Excellent influencing skills, exemplary debating and creative writing skills
B. A University Degree in Computer Sciences and strong negotiating skills
C. Strong team building skills, excellent people-management and communication skills
D. Time management skills excellent technical and analytical skills
Answer: C
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NO.18 Which of the following is a key objective of the IT Service Continuity Management (ITSCM) process?
A. To eliminate single points of contact for services
B. To eliminate single points of failure for services
C. To remove critical resources for services
D. To remove long term workarounds for services
Answer: B
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NO.19 What is the value of telephone support in a Service Desk?
A. First contact resolution
B. Increased turnaround times
C. Reduced abandon rate
D. Skills-based routing
Answer: A
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NO.20 Which of these options is NOT an element of successful project management?
A. Managing costs
B. Ensuring a continual improvement focus
C. Developing technical solutions
D. Defining project objectives
Answer: C
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NO.21 Which of these options is the best way in which you can use formal or informal networks to help
develop your ideas?
A. Recommend holding off-site meetings in a local pub
B. Develop scenarios that will demonstrate how your suggestions and plans will raise everyones profiles
C. Hold meetings with stakeholders to obtain their support for your proposals
D. Hold meetings with your team to discuss aspects of your proposals
Answer: C
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NO.22 Which of the following statements about Problem Management is correct?
A. The Service Desk is not responsible for Problem Management but contributes by identifying recurring
Incidents
B. The Service Desk is not responsible for Problem Management but manages Major Incident reviews
C. The Service Desk is responsible for Problem Management and may be required to work with technical
teams to diagnose Problems
D. The Service Desk is responsible for Problem Management and uses known errors to aid fast resolution
Answer: A
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NO.23 Which of these options most closely represents the overall mission of the Service Desk?
A. to promote the use of self-help tools and drive down support costs
B. to provide high-quality and consistent user and technical support
C. to continually improve the quality of IT services
D. to present the best possible public image to customers and users
Answer: B
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NO.24 Which statement best describes some of the characteristics of a successful Service Desk?
A. Measurements are published when the KPIs have been met or exceeded: Service Improvement
Programmes are discussed
B. Satisfaction surveys for both staff and customers are considered superfluous: resource management
is reviewed annually
C. Leadership practices ensure that future direction is clearly laid out: policies are documented, regularly
reviewed and monitored
D. Benchmarking is pencilled in for the next financial cycle: Continual Service Improvement will be
discussed at that time
Answer: C
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NO.25 Which of these options would be a practical way to gain an understanding of other countries cultures?
A. Study the religion practised in the region surrounding the country
B. Take a course in international business or cross-cultural studies
C. Travel to several countries in the area of the country
D. Read travel books about the country
Answer: B
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NO.26 Which of these options would be a typical feature of an On-going survey?
A. It is carried out on a six monthly cycle
B. It is executed as soon as possible after a call is closed
C. It is conducted with a minimum of 10 questions to be comprehensive
D. It is designed to show longer term trends in customer satisfaction
Answer: B
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NO.27 If you choose to implement a formal standard rather than a best practice, which would be the best
description of the difference?
A. A best practice does not need evidence to prove progress, a formal standard does
B. A formal standard may not be ITIL compliant, a best practice would be
C. A best practice demonstrates good governance, a formal standard demonstrates adherence
D. Best practice does not include ISO/IEC 20000, a formal standard includes ITIL
Answer: A
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NO.28 Which of these options is a primary objective of the Service Asset and Configuration Management
process?
A. To record the ownership of every item of hardware and software in the asset base
B. To ensure that IT services, assets, resources and processes are properly managed and maintained
C. To clearly identify the business dependencies of each inventory item
D. To map assets into a clear network infrastructure diagram
Answer: B
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NO.29 What is the purpose of a Service Desk vision statement?
A. To assist staff in achieving their dream goals in their future careers
B. To help management see where the Service Desk is going strategically
C. To keep the Service Desk in the forefront of user minds
D. To ensure that all staff understand the vision and consistently work towards it
Answer: D
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NO.30 Which of these options would be a management activity in directing, controlling and co-ordinating
activities?
A. Providing guidance to staff when needed
B. Providing an efficient ergonomic office environment
C. Developing and documenting staff management procedures
D. Developing and implementing an effective IT platform
Answer: A
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SD0-302인증시험은SDI인증시험중의 하나입니다.그리고 또한 비중이 아주 큰 인증시험입니다. 그리고SDI SD0-302인증시험 패스는 진짜 어렵다고 합니다. 우리ITExamDump에서는 여러분이SD0-302인증시험을 편리하게 응시하도록 전문적이 연구팀에서 만들어낸 최고의SD0-302덤프를 제공합니다, ITExamDump와 만남으로 여러분은 아주 간편하게 어려운 시험을 패스하실 수 있습니다,
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