Online Access Free SD0-302 Exam Questions

The Service Desk has a strategic role to play within an organization, which of these options best describes a method you could use to ensure that you are able to develop clear, insightful strategies?

• A.A best practice demonstrates good governance, a formal standard demonstrates adherence
• B.Understand and communicate how the Service Desk assists the organization in meeting its team objectives
• C.Familiarize yourself with the goals and objectives of other organizations
• D.Network with people in other organizations and within the support industry and your communities

In your opinion, which of these statements best describes the Service Desks responsibilities in relation to the Risk Management process?

• A.It assesses risk on behalf of the IT services organisation
• B.It evaluates new services for business risk
• C.It inputs key service requirements that would increase or decrease risk
• D.It inputs information from users on risky situations occurring in their areas

Which of these options best describes common technologies used by the Service Desk?

• A.PBX, ITIL and IVR
• B.E-Mail, Blogs, SLAs
• C.AVR, E-talk and Wikis
• D.IM, KPIs and AVR

What is the value of telephone support in a Service Desk?

• A.Reduced abandon rate
• B.First contact resolution
• C.Increased turnaround times
• D.Skills-based routing

Which option best describes a purpose of Organisational Change Management?

• A.To minimise the risk and interruption to users and services
• B.To ensure that processes and procedures are kept constantly in alignment
• C.To prevent abuse of the Change Management process by rogue emergency changes
• D.To understand the impact of every change to IT services