Question 1

Which of these options best describes key components of teamwork?

Options :

A : Working together to accomplish common goals, sharing ideas and sharing the number of calls fairly

B : Working together to accomplish common goals, sharing ideas and sharing the glory fairly

C : Working together to accomplish common goals, sharing ideas and sharing the workload fairly

D : Working together to accomplish common goals, sharing ideas and sharing the blame fairly

Answer: C

Question 2

You are tasked with delivering a presentation to your senior management team on the topic of The

New, Improved Service Desk. What is a key point to remember when preparing this presentation?

Options :

A : Senior management is always interested in IT Service Management

B : The language of the boardroom is the most appropriate way to speak

C : The use of technological terms is quite acceptable

D : The visual aids should be packed with information

Answer: B

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 of these options would you consider to be the most important to support right-sourcing?

Options :

A : Appropriate premises

B : Contract staff

C : Geographic location

D : Processes and procedures

Answer: B

Question 5

Which of these options is a step in the resource-scheduling process?

Options :

A : Determining staffing requirements based on projected volume and service levels

B : Setting staff schedules to fit with individual start/finish times

C : Ensuring 24 hour shift staffing is at a standard level

D : Providing an accurate call volume forecast for every shift and person

Answer: A

Free SD0-302 Mock Exam – Practice Online Confidently