SD0-302 Online Practice Questions and Answers

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 every ones 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

Which of these options is a financial management activity?

A. Showing how calculating user and customer billing demonstrates value for money

B. Delivering clear benefits from IT services over a one-year period

C. Accounting for fixed and variable losses in specific problem situations

D. Understanding how to calculate unit costs for the delivery of service

Which of these options best describes the benefits of using an Organisational Change Management process?

A. It reduces risk and the cost of implementing individual Changes

B. It removes risk and involves stakeholders in the implementation of Changes

C. It improves the organisations performance and service delivery management Information

D. It reduces the adverse impact of Changes and ensures that only approved Changes are implemented

As a Service Desk manager you are expected to demonstrate certain behaviours that will help you to help your team meet the commitments you have made on their behalf. Which of these options best describes one of those behaviors?

A. Provide hard-hitting feedback on the performance of other teams

B. Provide effective strategies to ensure rapid promotion for all the team

C. Explain how and why you monitor and benchmark your teams progress

D. Explain how and why you monitor individual failures

Which of the following is NOT one of the principal Service Asset and Configuration Management activities?

A. Carrying out asset audits and verifications

B. Identifying and recording Configuration Items at the appropriate level

C. Identifying and defining relationship and dependencies between Configuration Items

D. Identifying the key components in the Configuration Plan

Which of these options does SKMS stand for?

A. Service Knowledge Management Store

B. Service Knowledge Management System

C. System Knowledge Management Service

D. System Knowledge Management Store

Which option best describes the Service Desks responsibility in, and its relationship with, the Information Security Management process?

A. It confirms identification of users and provides user statistics

B. It confirms identification of users and prevents remote access to critical systems

C. It confirms identification of users and follows all relevant IT security policies

D. It confirms identification of users and provides fast resolution to access problems

Which process would provide the benefit of better protection for personal and organisational data?

A. IT Service Continuity Management

B. Risk Management

C. Information Security Management

D. Release and Deployment Management

Which of these is NOT a benefit of a structured approach to induction?

A. Reduced time to get new staff working effectively

B. Reduced time spent by managers in dealing with inductees

C. Reduced risk of adopting bad habits

D. Reduced risk of basic errors and misunderstandings

Which of these options would be most desirable in achieving long-term working relationships with members of your staff?

A. Reviewing the social activities of the team to allow for greater team bonding

B. Reviewing team structure for ways to make best use of the skills of team members

C. Being consistent with rates of pay regardless of performance

D. Being supportive when team members require additional time away from work