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SD0-302 Exam Questions & Answers

Exam Code: SD0-302

Exam Name: SDI - SERVICE DESK MANAGER QUALIFICATION

Updated: Nov 18, 2024

Q&As: 232

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Practice These Free Questions and Answers to Pass the SDI-Certifications Exam

Questions 1

When you are addressing a meeting, which of these options best describes a technique for engaging with the audience?

A. Make humour an intrinsic part of your presentation

B. Ask questions designed to encourage audience participation

C. Include as much detailed information as possible

D. Use animation to bring the session to life

Show Answer
Questions 2

Identify a key component of a good internal communications programme

A. Feedback mechanisms to test SLAs

B. Cleverly crafted and worded documents

C. Clarity on the messages to be communicated

D. Use of promotional materials mugs, mouse mats etc.

Show Answer
Questions 3

What is a main Service Desk responsibility in the Incident Management Process?

A. Managing communications with users and customers

B. Ensuring a fast telephone response

C. Keeping analysts productive

D. Identifying and resolving underlying issues

Show Answer
Questions 4

Which option best describes one of the Service Desks responsibilities in relation to Knowledge Management?

A. It should understand the composition of the knowledgebase and advise on its development

B. It should insist that users use the self-help options available to maximise the use of the knowledgebase

C. It should provide feedback on the relative value of knowledge items and available information

D. It should update the knowledge base after every problem closure

Show Answer
Questions 5

Which of these options is an appropriate type of Service Desk Survey?

A. Focus groups

B. Service Level reporting

C. Market research

D. Statistical analysis

Show Answer

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