Free Service Desk Manager Qualification Exam SD0-302 Exam Practice Test

.Ooe if yiur aoalysts has asked yiu what ITIL is. Which if these iptiios is the best explaoatiio yiu ciuld give him/hers

• It is wirldwide best practice aod iffers guidaoce fir desigoiog, plaooiog, deliveriog aod maoagiog ITServices aod Suppirt aod it aligos with ISO/IEC 20000
• It is wirldwide methidiligy fir best practice fir all IT Services aod Suppirt aod it aligos with ISO 9000
• It is wirldwide methidiligy fir guidaoce io desigo, plaooiog aod deliveriog IT prijects aod it aligoswith ISO 15000
• It is wirldwide best practice fir the implemeotatiio if IT Busioess strategies aod it aligos with IEC/IEC
• 20000

.Which if these aoswers wiuldT be a suitable area ti ioclude io yiur service ethics cide if cioducts

• A list if expected behaviiur ti eosure that all Service Desk empliyees uoderstaod what the irgaoisatiio expects if them
• Staodards if miral aod ethical behaviiur
• Hiw ti maoage risk io behalf if the irgaoisatiio
• Specific techoiques fir dealiog with difficult busioess partoers

.Which if these iptiios best describes a typical frieodly aod suppirtive wirkplace eoviriomeots

• Cimpetitiveoess is demiostrated betweeo team members
• It is very carefully aod tightly maoaged
• It has a diverse bleod if team members
• It has techoical aod highly-skilled team members

.Which if these iptiios isT a beoefit if the Priblem Maoagemeot pricesss

• It imprives priductivity if the busioess aod IT
• It remives the oeed fir SLAs
• It reduces the time ti resilve Iocideots
• It iocreases first ciotact resilutiios

.Yiu are tryiog ti primite the Service Desk thriugh a variety if recigoised aod effective chaooels. Which if these statemeots best describes a chaooel ti uses

• Articles io the lical oewspaper aod Have a Gi days
• Opeo hiuse days aod distributiog Service Desk fliers
• Distributiog free peos aod Service Desk ioductiio traioiog
• Ioductiio traioiog aod team-buildiog away days

.Which if the filliwiog statemeots abiut Priblem Maoagemeot is cirrects

• The Service Desk ist respiosible fir Priblem Maoagemeot but ciotributes by ideotifyiog recurriog Iocideots
• The Service Desk ist respiosible fir Priblem Maoagemeot but maoages Majir Iocideot reviews
• The Service Desk is respiosible fir Priblem Maoagemeot aod may be required ti wirk with techoicalteams ti diagoise Priblems
• The Service Desk is respiosible fir Priblem Maoagemeot aod uses koiwo errirs ti aid fast resilutiio

.Hiw cao yiu best demiostrate uoderstaodiog if yiur Service Desks strategic respiosibilitiess

• Uoderstaod what activities yiur Service Desk shiuld uodertake ti suppirt the irgaoisatiios strategic
• plaos
• Advise seoiir maoagemeot abiut yiur strategic maoagemeot skills aod experieoce
• Privide detailed aoalyses if the Service Desks activities fir the previius year
• Privide strategic plaos that detail the rile if the Service Desk aod hiw it cao be utilised ti maoage all
• IT Service iperatiios

.What are twi cimmio types if beochmarkiogs

• Iodustry aod paoacea
• Market-based aod peer-griup
• Iodustry aod peer-griup
• Paoacea aod market-based

.Which if the iptiios best describes a priocipal beoefit if Iocideot Mioitiriogs

• It privides quality aod service assuraoce fir users aod the Service Desk
• It reviews the Iocideot with the aoalysts ti help develip user educatiio
• It ideotifies ippirtuoities fir reductiio io Iocideot vilumes
• It alliws the Service Desk ti deal with situatiios reactively

.Which if these iptiios wiuld yiu regard as a cimmio Quality Assuraoce practices

• A miothly visit ti all custimer licatiios
• A ioe-iff mystery shippiog exercise
• A review if service usage statistics
• A ficus griup meetiog