Question No. 1

In your opinion, which of these statements best describes the Service Desks responsibilities in

relation to the Risk Management process?

AIt inputs key service requirements that would increase or decrease risk

BIt inputs information from users on risky situations occurring in their areas

CIt assesses risk on behalf of the IT services organisation

DIt evaluates new services for business risk

Show Answer

Correct Answer: A

Question No. 2

Which of these options best describes common technologies used by the Service Desk?

APBX, ITIL and IVR

BAVR, E-talk and Wikis

CE-Mail, Blogs, SLAs

DIM, KPIs and AVR

Show Answer

Correct Answer: B

Question No. 3

Which of the options best describes some primary benefits of using electronic support delivery tools

in a Service Desk environment?

AIt may restore services faster and it enables the analyst to train users how to be more self-sufficient

BIt increases first contact resolution and reduces the number of Incidents

CIt decreases fix-time and allows users to see what analysts see

DIt allows users to watch and learn how the analyst solves problems and reduces the volume of
Incidents logged

Show Answer

Correct Answer: A

Question No. 4

Which of these wouldT be a good way to recognise and reward staff?

AHighlighting individual and team contributions individually and publicly

BHaving consistent, fair and equitable recognition and reward programmes

CReinforcing and recognising desired behaviours in a timely manner

DWorking towards achieving the highest performance rating in the organisation every year

Show Answer

Correct Answer: D

Question No. 5

What is the best definition of in-sourcing?

AUsing a 3rd party to provide services previously provided by your own staff

BBringing a previously out-sourced service back to your organisation

CBringing a 3rd party onto your premises to deliver a service

DBringing contractors onto your premises to deliver certain services

Show Answer

Correct Answer: B

Free SDI SD0-302 Exam Actual Questions