Question 1

You need to write a business case for your new ITSM software system; which key element is it

appropriate to include?

Options :

A : A clear list of potential savings

B : The impact on board members oft buying the software

C : An ROI report on the technical and operational benefits

D : A specification for a CMDB

Answer: A

Question 2

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 3

Identify one of the Service Desks responsibilities in its relationship with the IT Service Continuity

Management process

Options :

A : It develops a Service Desk Disaster Recovery Plan in order to provide support post emergency

B : It ensures that the Service Continuity Plan is regularly tested

C : It ensures that the off-site disaster recovery location is adequately assessed for risk

D : It develops Data Continuity Plans to support the Disaster Recovery Plan

Answer: A

Question 4

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 5

Why do we need OLAs?

Options :

A : To provide business-level reporting

B : To demonstrate service quality

C : To ensure that IT teams meet SLAs

D : To tie down all the IT parties to contracts

Answer: C

Free SD0-302 Mock Exam – Practice Online Confidently