SD0-302無料問題集「SDI - SERVICE DESK MANAGER QUALIFICATION」

質問 1

Which of the following is a key objective of the IT Service Continuity Management (ITSCM) process?

（A）To remove critical resources for services

（B）To eliminate single points of failure for services

（C）To remove long term workarounds for services

（D）To eliminate single points of contact for services

正解：B 解答を投票する

質問 2

Which process involves recognizing how to anticipate problems, develop contingency plans and sustain progress?

（A）Incident Management

（B）Issue Management

（C）Problem Management

（D）Risk Management

正解：D 解答を投票する

質問 3

You have been informed that a company merger is planned which will potentially increase the number of supported users by 15 percent. Why is it important for you to understand the commercial management of the Service Desk?

（A）To reduce Service Desk costs for the new business situation

（B）To produce regular progress reports on the results of the integration

（C）To determine the impact of proposed services on the IT organisation

（D）To manage the professional development of the Service Desk people

正解：C 解答を投票する

質問 4

Which of these options is NOT a benefit of the Problem Management process?

（A）It removes the need for SLAs

（B）It reduces the time to resolve Incidents

（C）It increases first contact resolutions

（D）It improves productivity of the business and IT

正解：A 解答を投票する

質問 5

You are about to make a presentation to the Board to agree to the use of Computer Telephony Integration in your Service Desk. Which of the options listed will best explain the purpose of CTI?

（A）It will make the call management process more efficient

（B）It will ensure firm rules are applied to priority allocation for users incidents

（C）It will ensure that agents have all the users details instantly available

（D）It will enable you to keep an eye on what your team is doing

正解：A 解答を投票する

質問 6

Which of these options best describes one of the purposes of using electronic support tools?

（A）It quickly restores users to a functioning state

（B）It saves the cost of a person being involved

（C）It saves the need to physically assist users to fix issues

（D）It is more user-friendly to work through issues on screen together

正解：A 解答を投票する

質問 7

Typically, what might a vision statement identify for the Service Desk?

（A）Ongoing operational objectives

（B）Short-term goals

（C）Long-term goals

（D）Medium-term objectives

正解：C 解答を投票する

質問 8

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

（A）By having dress-down days on a Friday

（B）By holding weekly motivational meetings

（C）By having regular social events with all staff

（D）By sharing problems and concerns with friends or advisers

正解：D 解答を投票する

質問 9

Which of these would be the most valid definition of stress?

（A）Stress is an individuals natural reaction to a crisis like a family tragedy

（B）Stress is an individuals natural reaction to situations involving change

（C）Stress is an individuals natural reaction to new members joining the team

（D）Stress is an individuals natural reaction to situations of great joy or excitement

正解：B 解答を投票する

質問 10

Which of these options can be achieved using Computer Telephony Integration (CTI)?

（A）Screen popping

（B）Screen management

（C）Call screening

（D）Incident popping

正解：A 解答を投票する

質問 11

Which of these options is a best practice to follow when you are taking actions that will affect other departments or teams?

（A）Make a presentation to other teams letting them know what you have done

（B）Give serious consideration to what people will think of you if your ideas do not work

（C）Discuss with other managers to identify the possible effects of your actions on others

（D）Implement your ideas as soon as you have decided on the best course of action

正解：C 解答を投票する

質問 12

Your team leaders act as coaches to their team members. Which option best explains why effective coaching is so beneficial to the organization?

（A）It improves the quality of customer service provided to users

（B）It allows the coaches to develop their coachee the way they think is best

（C）It creates an instant rapport with staff

（D）It offers an opportunity for the coachee to raise sensitive issues

正解：A 解答を投票する

質問 13

You are about to attend what could be a difficult meeting with other IT team managers. You are aware that you will have to negotiate skilfully to achieve a successful outcome; what is the best skill you can employ that will help you do this?

（A）Understand that everyone is unique and will have a different perspective

（B）Maintain your position when others contradict it

（C）Suggest that the IT Director should be the one to make the final decision

（D）Use NLP to get everyone round to thinking the way you want them to

正解：A 解答を投票する

質問 14

Which of these options is an appropriate SLM Metric?

（A）Incident Management reports

（B）Hierarchical escalations

（C）Reason for failure reports

（D）Costs of delivering SLAs

正解：C 解答を投票する

SD0-302 無料問題集「SDI - SERVICE DESK MANAGER QUALIFICATION」

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