Question No. 1

Which of these options isT a benefit of the Problem Management process?

AIt improves productivity of the business and IT

BIt removes the need for SLAs

CIt reduces the time to resolve Incidents

DIt increases first contact resolutions

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Correct Answer: B

Question No. 2

Your Service Desk staff use the SKMS (Service Knowledge Management System) extensively.

Which of these options best describes a benefit of having the SKMS available to them?

AIt creates a silo approach for the availability of knowledge

BIt provides new starters with induction training

CIt reduces the number of incidents requiring escalation to other teams

DIt offers opportunities for cross-training to take place

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Correct Answer: C

Question No. 3

If you regularly induct new staff, which of the following options would you include in the development

of a structured induction process?

AProvide set information for all, with the levels of information and the focus dependent on the role

BSet up a totally individual agenda tailored to the background and experience of each inductee

CSet up recommended timing schedules for briefings with key staff

DSet up an induction manual template for each type of potential inductee

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Correct Answer: A

Question No. 4

Which of these options would be a typical feature of an On-going survey?

AIt is carried out on a six monthly cycle

BIt is executed as soon as possible after a call is closed

CIt is conducted with a minimum of 10 questions to be comprehensive

DIt is designed to show longer term trends in customer satisfaction

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Correct Answer: B

Question No. 5

Which of these options best describes good resource management?

AGiving all staff full responsibility

BAlways having extra resources on hand

CConstantly stretching the team

DUsing the right people for the work

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Correct Answer: D

Free SDI SD0-302 Exam Actual Questions