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Question 1:

What is the key outcome of keeping commitments to users, team members and organizations?

A. It boosts credibility, trust and customer satisfaction

B. It boosts the team\’s importance and status

C. It enhances the problem-solving capability of the team

D. It demonstrates dedication to continued service improvement

Correct Answer: A

Question 2:

Which of these options is the best way in which you can use formal or informal networks to help develop your ideas?

A. Recommend holding off-site meetings in a local pub

B. Develop scenarios that will demonstrate how your suggestions and plans will raise every ones profiles

C. Hold meetings with stakeholders to obtain their support for your proposals

D. Hold meetings with your team to discuss aspects of your proposals

Correct Answer: C

Question 3:

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

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

Correct Answer: B

Question 4:

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

A. First contact resolution

B. Increased turnaround times

C. Reduced abandon rate

D. Skills-based routing

Correct Answer: A

Question 5:

Performing a skills gap analysis and identifying appropriate salary levels are preparatory requirements for what?

A. Service Desk recruitment

B. Service Catalogue definition

C. Service Level Agreement negotiation

D. Skills Matrix creation

Correct Answer: A

Question 6:

Which of these options would be a management activity in directing, controlling and co ordinating activities?

A. Providing guidance to staff when needed

B. Providing an efficient ergonomic office environment

C. Developing and documenting staff management procedures

D. Developing and implementing an effective IT platform

Correct Answer: A

Question 7:

Which of these options is NOT a responsibility of the Service Desk?

A. Developing and implementing Service Desk goals that integrate with business objectives

B. Representing the IT organisation to its users

C. Maintaining the highest level of productive IT time for users in accordance with the SLA

D. Providing the user with root cause analysis for Incidents resolved at first level

Correct Answer: D

Question 8:

Which statement best describes some of the characteristics of a successful Service Desk?

A. Measurements are published when the KPIs have been met or exceeded: Service Improvement Programmes are discussed

B. Satisfaction surveys for both staff and customers are considered superfluous: resource management is reviewed annually

C. Leadership practices ensure that future direction is clearly laid out: policies are documented, regularly reviewed and monitored

D. Benchmarking is pencilled in for the next financial cycle: Continual Service Improvement will be discussed at that time

Correct Answer: C

Question 9:

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

A. Short-term goals

B. Medium-term objectives

C. Long-term goals

D. Ongoing operational objectives

Correct Answer: C

Question 10:

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. Understand and communicate how the Service Desk assists the organization in meeting its team objectives

B. Familiarize yourself with the goals and objectives of other organizations

C. A best practice demonstrates good governance, a formal standard demonstrates adherence

D. Network with people in other organizations and within the support industry and your communities

Correct Answer: D

Question 11:

You intend to implement some far-reaching changes to the way in which your Service Desk currently operates, but to do so you need the support of other teams within IT. Which action should you undertake to gain this support?

A. Give a presentation to the board of directors to guarantee their support

B. Make time to develop a social relationship with your manager

C. Demonstrate your understanding of any concerns others may have

D. Begin by creating a powerfully-worded vision statement

Correct Answer: C

Question 12:

As a Service Desk Manager, which option best describes one of your key obligations?

A. Writing and agreeing SLAs

B. Developing Problem Management across IT

C. Aligning Service Desk goals with those of the organisation

D. Ensuring that staff welfare takes overall priority

Correct Answer: C

Question 13:

You want to develop your career and position within the organisation, what steps could you take to improve your profile and influence?

A. Take the initiative in all business decisions

B. Display your acumen through strong judgement and decision making

C. Always ensure that your opinion is heard at meetings

D. Delegate as much of your work as possible

Correct Answer: B

Question 14:

You have been informed that a company merger is planned which will potentially increase the number of supported users by 15 percent. Why is it important for you to understand the commercial management of the Service Desk?

A. To reduce Service Desk costs for the new business situation

B. To determine the impact of proposed services on the IT organisation

C. To produce regular progress reports on the results of the integration

D. To manage the professional development of the Service Desk people

Correct Answer: B

Question 15:

Which option is the best description of Return on Investment (ROI)?

A. It is a method used to calculate the expected lifecycle of a product

B. It is an assessment of costs and profits

C. It is an assessment of costs and benefits

D. It is a method used to determine the percentage of profit to be reinvested

Correct Answer: C

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