Free SDI SD0-302 Exam Questions

Become SDI Certified with updated SD0-302 exam questions and correct answers

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Total 233 Questions | Updated On: Jan 08, 2025

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Question 1

Which of these wouldT be a key objective of electronic support delivery tools in a Service Desk

environment?

A : is cost effective

B : It leads to fewer escalated calls

C : enables users to learn how to resolve certain Incidents

D : enables second and third level support teams to be less involved with simple problems

Answer: D

Question 2

Why do we need OLAs?

A : provide business-level reporting

B : demonstrate service quality

C : ensure that IT teams meet SLAs

D : tie down all the IT parties to contracts

Answer: C

Question 3

Which of the following is a Problem Management activity?

A : active support

B : ror Control

C : analysis

D : rst contact resolution

Answer: B

Question 4

Which statement best describes the difference between Reactive Problem Management and

Proactive Problem Management?

A : Reactive Problem Management is concerned with solving problems in response to Known Errors;Proactive Problem Management is concerned with identifying quick fixes

B : Reactive Problem Management is concerned with solving problems in response to one or moreIncidents; Proactive Problem Management is concerned with identifying underlying Problems

C : Reactive Problem Management is concerned with analysing and trending Incident records; ProactiveProblem Management is concerned with solving problems in response to one or more Incidents

D : Reactive Problem Management is concerned with eliminating root causes; Proactive ProblemManagement is concerned with identifying future business needs

Answer: B

Question 5

Typically, what might a vision statement identify for the Service Desk?

A : ort-term goals

B : dium-term objectives

C : ng-term goals

D : going operational objectives

Answer: C

Page: 1 / 47

Total 233 Questions | Updated On: Jan 08, 2025

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