Question 1

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 2

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 3

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 4

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

Options :

A : Short-term goals

B : Medium-term objectives

C : Long-term goals

D : Ongoing operational objectives

Answer: C

Question 5

Which of these options would be a typical feature of an On-going survey?

Options :

A : It is carried out on a six monthly cycle

B : It is executed as soon as possible after a call is closed

C : It is conducted with a minimum of 10 questions to be comprehensive

D : It is designed to show longer term trends in customer satisfaction

Answer: B

Free SD0-302 Mock Exam – Practice Online Confidently