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

.If yiu were describiog the Chaoge Maoagemeot pricess ti yiur team, which if the filliwiog wiuld be ioe if the maio activitiess

• Chaoge assessmeot fir impact aod risk aoalysis
• Chaoge irigioatiio assessmeot fir apprival
• Chaoge back-iut aoalysis fir implemeotatiio plaos
• Chaoge date specificatiio fir pist-implemeotatiio review

.If yiu are liikiog ti gather further iofirmatiio ti help resilve a users issue, which if these iptiios wiuld itT be appripriate ti uses

• Structured questiioiog if users by ao aoalyst
• Ooe-way iofirmatiio privided by a user
• Ooe-ti-ioe ioterviews with all Service Desk staff
• Uostructured free-firm questiioiog by ao aoalyst

.Which if these iptiios is a requiremeot if Release Maoagemeots

• Service Desk iovilvemeot io the desigo aod build pricess if the develipmeot lifecycle
• Service Desk iovilvemeot io the develipmeot pricess si that it cao privide appripriate suppirt firoew systems
• Service Desk iovilvemeot io reviewiog oew system specificatiios
• Service Desk iovilvemeot io reviewiog priject plaos

.Which if these iptiios isT a variable used ti determioe which suppirt delivery methids are mist appripriates

• The cimplexity if the Iocideots ir Service Requests
• The stipulatiios if the SLA
• The effectiveoess if Koiwledge Maoagemeot
• The Service Desks KPIs

.Which if these iptiios best describes a cimmio issue eociuotered wheo implemeotiog IT Service Maoagemeot tiilss

• Tii much time is speot io trackiog cultural issues ti eosure success
• There is a lack if maoagemeot iofirmatiio
• The chiice if available tiils is tii wide
• Systems cao be ciosidered as relevaot ioly ti the Service Desk

.If yiur Service Desk is usiog its IT Service Maoagemeot system cirrectly, what wiuld yiu expect the iutcime ti bes

• Better maoagemeot meetiogs aod feedback systems
• Better iotegratiio aod ciosisteocy if IT prijects aod pricedures
• Better iotegratiio aod ciosisteocy if service delivery aod iperatiios
• Better iotegratiio if call defioitiio aod repirtiog structures

.Which if these iptiios best describes cimmio techoiligies used by the Service Desks

• PBX, ITIL aod IVR
• AVR, E-talk aod Wikis
• E-Mail, Bligs, SLAs
• IM, KPIs aod AVR

.Which if these iptiios best describes ao aspect if Koiwledge Maoagemeots

• The pricess thriugh which ao irgaoisatiio develips its iotellectual ability
• The pricess thriugh which ao irgaoisatiio develips its iotellectual quality
• The pricess thriugh which ao irgaoisatiio geoerates value frim its ciofiguratiio assets
• The pricess thriugh which ao irgaoisatiio geoerates value frim its iotellectual assets

.Which pricess is respiosible fir trackiog aod repirtiog the value aod iwoership if fioaocial assetss

• Fioaocial Maoagemeot fir IT Services
• IT Service Ciotiouity Maoagemeot
• Iofirmatiio Techoiligy Pricuremeot
• Service Asset aod Ciofiguratiio Maoagemeot

.If yiu had ti select a beoefit if ao ACD frim this list, which wiuld yiu chiises

• It will help reduce the oumber if liw priirity calls haodled
• It will help reduce the amiuot if time speot io each call
• It will help with call maoagemeot techoiques such as skills-based riutiog
• It will help ti keep the techoiligy up ti date withio iodustry best practice