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Exam Code:	SD0-302
Exam Name:	SDI - SERVICE DESK MANAGER QUALIFICATION
Certification Provider:	SDI
Free Question Number:	136
Version:	v2019-01-10
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Exam Question List: Question 1: Which of these options is a benefit of right-sourcing?...; Question 2: Which of these options best describes good resource manageme...; Question 3: Which of these definitions best describes the value of bench...; Question 4: If you are documenting new processes and procedures, which o...; Question 5: Your manager is concerned that the relationships between the...; Question 6: Which of these options best describes a common issue encount...; Question 7: To provide the most appropriate form of support for the user...; Question 8: You run a very busy, high-pressure Service Desk and are in t...; Question 9: Which of these wouldn't be a key objective of electronic sup...; Question 10: You are in the process of developing a program of activities...; Question 11: What can self-healing tools deliver?...; Question 12: You are about to make a presentation to the Board to agree t...; Question 13: You want to develop your career and position within the orga...; Question 14: Which of these options best describes one of the purposes of...; Question 15: Why is it important to integrate business and IT objectives?...; Question 16: Which of these options wouldn't be a typical characteristic ...; Question 17: If you had to select a benefit of an ACD from this list, whi...; Question 18: Which of these options is a variable used to determine which...; Question 19: Which of these options is a characteristic of a successful m...; Question 20: Which type of Telephony System will provide a consistent and...; Question 21: What steps should you take to manage the service expectation...; Question 22: Why is Incident monitoring a valuable Service Desk activity?...; Question 23: If you were establishing a Problem Management process in you...; Question 24: As a Service Desk Manager, which option best describes one o...; Question 25: Which of these options is a financial management activity?...; Question 26: You need to identify the best solution to resolve a number o...; Question 27: There are many support options available for Service Desks a...; Question 28: Your manager has asked you to undertake a PR exercise to pro...; Question 29: If you were seeking to monitor the quality of your Incident ...; Question 30: Which of these options would be a common issue to overcome w...; Question 31: Which of these options would you consider to be the most imp...; Question 32: If your Service Desk is using its IT Service Management syst...; Question 33: Which of these options is the best description of one of the...; Question 34: Which of the following is a Problem Management activity?...; Question 35: You need to make a presentation to your staff. What consider...; Question 36: Which of these options is an objective of an ACD system?...; Question 37: You have recently been promoted to Service Desk Manager and ...; Question 38: Which of these options is the most important reason for a Se...; Question 39: You are tasked with delivering a presentation to your senior...; Question 40: Which of these options best describes periodic surveys?...; Question 41: Which of the options best describes some primary benefits of...; Question 42: Which of these options is an objective of financial manageme...; Question 43: How could you demonstrate that you are maintaining a balance...; Question 44: Which of these options best describes a benefit of benchmark...; Question 45: Which of these options is a best practice to follow when you...; Question 46: You are inducting a new starter on the Service Desk they've ...; Question 47: If you were providing a list of key performance indicators f...; Question 48: You've been asked to look at out-sourcing and off-shoring th...; Question 49: Enabling users to log and track the status of their own Inci...; Question 50: As a Service Desk manager, if you have a crisis situation su...; Question 51: What might be one purpose of a QA program?...; Question 52: You need to work with your suppliers to improve the costs an...; Question 53: If you were explaining the Service Desks responsibilities in...; Question 54: As a Service Desk manager you are expected to demonstrate ce...; Question 55: You need to write a business case for your new ITSM software...; Question 56: What are two common types of benchmarking?...; Question 57: Which statement most accurately describes typical key perfor...; Question 58: Conducting an assessment is a necessary step in managing cha...; Question 59: If you are outsourcing your support operation, which of thes...; Question 60: As a Service Desk manager, which of these options would you ...; Question 61: You have been informed that a company merger is planned whic...; Question 62: Which of the options best describes how to constructively ad...; Question 63: Which is a benefit of telephone support in a Service Desk?...; Question 64: Which of these options would be one of the three major activ...; Question 65: Which of the following options is an effective listening ski...; Question 66: You have been asked to produce a model for the most cost-eff...; Question 67: Which of these options is a Service Desk model you might con...; Question 68: Which of these options best describes the benefits of using ...; Question 69: What is the best definition of in-sourcing?...; Question 70: You have been asked to introduce self-service tools for your...; Question 71: Which of the following is one of the primary objectives for ...; Question 72: Which of these options would you regard as a common Quality ...; Question 73: Which of the following options wouldn't be essential in help...; Question 74: Which of these options would create a positive working envir...; Question 75: You are about to attend what could be a difficult meeting wi...; Question 76: You believe that a happy workforce is productive, and that i...; Question 77: Which of these options would be an appropriate channel of co...; Question 78: Which of the options best describes a principal benefit of I...; Question 79: Which of these wouldn't be a good way to recognize and rewar...; Question 80: A successful project plan will always include:...; Question 81: What is a primary purpose of a customer satisfaction survey?...; Question 82: What is the purpose of on-site (desk-side) support in a Serv...; Question 83: Which of these options would you use to support changing bus...; Question 84: Identify a key component of a good internal communications p...; Question 85: You are planning a promotion campaign to raise customer awar...; Question 86: Which of these options is an objective of IT Service Managem...; Question 87: Which of these options would be most desirable in achieving ...; Question 88: Which of these options is a common mechanism for call monito...; Question 89: Which of these options is likely to be an issue when integra...; Question 90: Which of these options should you consider when you need to ...; Question 91: Which one of these options would be a feature of effective m...; Question 92: If you regularly induct new staff, which of the following op...; Question 93: What metrics would you expect to come from the Incident Mana...; Question 94: Which would be a desirable quality to look for in Service De...; Question 95: Which Service Desk service delivery channel identifies when ...; Question 96: Which of these options is the best method of improving Servi...; Question 97: One of your analysts has asked you what ITIL is. Which of th...; Question 98: When you are addressing a meeting, which of these options be...; Question 99: You are explaining the benefits of desk-side support to your...; Question 100: Which of these options is a benefit of the Problem Managemen...; Question 101: Using self-service as a delivery method in a Service Desk en...; Question 102: When you were initially appointed as the Service Desk Manage...; Question 103: Which of the following options would be a clear benefit of u...; Question 104: As a Service Desk manager you need to have good planning ski...; Question 105: Which option best describes some common issues encountered w...; Question 106: What is a main Service Desk responsibility in the Incident M...; Question 107: Which of these options would be an advantage you could confi...; Question 108: Which option is the best description of Return on Investment...; Question 109: Which of these options best describes a reactive objective o...; Question 110: Which of these options is an appropriate type of Service Des...; Question 111: Which of these options best describes a skill level required...; Question 112: Which of these is a benefit of a structured approach to indu...; Question 113: You are meeting with your manager to request a proper budget...; Question 114: Which of these options is a step in the resource-scheduling ...; Question 115: Which of these options is a principal activity of the Incide...; Question 116: In relation to Human Resource and Team Development, which op...; Question 117: You are experiencing difficulties with your desktop support ...; Question 118: Which of these options is a key components of a marketing pr...; Question 119: Communicating the vision and direction to the Service Desk, ...; Question 120: Which of these options is the best description of right-sour...; Question 121: A skills matrix in place for all staff and a training budget...; Question 122: Which statement most accurately reflects some of the benefit...; Question 123: You have been tasked to select an IT Service Management tool...; Question 124: You are part of a team tasked with managing an Organizationa...; Question 125: How can you best demonstrate understanding of your Service D...; Question 126: When selecting a CTI system which of these would you choose ...; Question 127: Which of these options is a good reason for holding a team m...; Question 128: Which type of survey would you use to evaluate the success o...; Question 129: Which option best describes a purpose of Organizational Chan...; Question 130: Which of these options can be achieved using Computer Teleph...; Question 131: Which of these options is a primary objective of self- servi...; Question 132: Reducing the impact of disruptions to IT services on the bus...; Question 133: Which of these options best describes common technologies us...; Question 134: Which option best describes strategic awareness? Strategic a...; Question 135: Which of these options best describes one of the recognized ...; Question 136: As part of an investigation into outsourcing, which of the f...

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