Question 1

Which of these options best defines mentoring?

Options :

A : Life and relationship counselling

B : Job-related advice and guidance

C : Person-to-person support

D : Career development from a professional coach

Answer: B

Question 2

Which would be a desirable quality to look for in Service Desk staff?

Options :

A : Quick learner

B : Strategic focus

C : Thrill seeker

D : Technical focus

Answer: A

Question 3

You are inducting a new starter on the Service Desk theyve read some documentation and ask you

for a good brief description of Incident Management. Which of these options best describes one of the

required outcomes of Incident Management?

Options :

A : Incident Management is a re-useable process for issue-fixing before Problem Management

B : Incident Management gets users back to work quickly with minimum impact

C : Incident Management ensures that all Problems are classified at root cause

D : Incident Management ensures a formal approach to customer support

Answer: B

Question 4

Which is the most useful question to consider when providing a risk status update?

Options :

A : Can the risk be logged as a Problem?

B : Is the risk getting worse or better?

C : Can the Service Desk pass the risk to Change Management yet?

D : Has Release Management beentified yet?

Answer: B

Question 5

Which of these options best describes a benefit of benchmarking?

Options :

A : It facilitates the Service Desk recruitment process

B : It facilitates the creation of Service Desk teams

C : It facilitates the creation of Service Desk disciplinary processes

D : It facilitates Service Desk best practices

Answer: D

Free SD0-302 Mock Exam – Practice Online Confidently