SD0-302 Online Practice Questions and Answers

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

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

A. Give serious consideration to what people will think of you if your ideas do not work

B. Discuss with other managers to identify the possible effects of your actions on others

C. Implement your ideas as soon as you have decided on the best course of action

D. Make a presentation to other teams letting them know what you have done

You are in the process of developing a programme of activities to promote the Service Desk. You believe this is a very important aspect of your role and that all promotional activities should meet your objectives. Which of these options describes one of those objectives?

A. Managing your managers expectations

B. Managing your teams expectations

C. Managing your users expectations

D. Managing your own expectations

Which of these options is a key component of a marketing programme?

A. Defining the message and communicating to the relevant audience

B. Identifying the key customers

C. Targeting messages to all IT

D. Communication to all stakeholders in a similar manner

What is a main Service Desk responsibility in the Incident Management Process?

A. Managing communications with users and customers

B. Ensuring a fast telephone response

C. Keeping analysts productive

D. Identifying and resolving underlying issues

Which of these options best describes key components of a Service Catalogue?

A. IT services, customer responsibilities and OLAs

B. Critical business periods, IT services and Incident data

C. Customer responsibilities, critical business periods and SLAs

D. SLAs, individual KPIs and charges where appropriate

Communicating the vision and direction to the Service Desk, and motivating and mentoring staff are characteristics that demonstrate which of these options?

A. Management style

B. Creativity

C. Customer Service

D. Leadership

If you have built a successful and effective team, what would be one of the greatest benefits you would see?

A. Staff spend time together in the pub or outside work as well

B. Senior management notice and praise the buzz in your office

C. The team is more motivated and there is higher morale

D. Customer gives better feedback scores from surveys

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

Which of these options is a suitable technique for dealing with stress?

A. Primal team scream

B. A mix of work and outside activities

C. Shouting when off the phone

D. Sticking to agreed procedures