Free SD0-302 Exam Questions - Easiest Way for Success

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Total 233 Questions | Updated On: Sep 13, 2024

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Question 1

Which statement best describes the difference between Reactive Problem Management and

Proactive Problem Management?

A : Reactive Problem Management is concerned with solving problems in response to Known Errors;Proactive Problem Management is concerned with identifying quick fixes

B : Reactive Problem Management is concerned with solving problems in response to one or moreIncidents; Proactive Problem Management is concerned with identifying underlying Problems

C : Reactive Problem Management is concerned with analysing and trending Incident records; ProactiveProblem Management is concerned with solving problems in response to one or more Incidents

D : Reactive Problem Management is concerned with eliminating root causes; Proactive ProblemManagement is concerned with identifying future business needs

Answer: B

Question 2

You have recently been promoted to Service Desk Manager and you are keen to show how much you

wish to succeed in this role. Which statement best describes some of the skills that will help you to

succeed?

A : Excellent influencing skills, exemplary debating and creative writing skills

B : A University Degree in Computer Sciences and strong negotiating skills

C : Strong team building skills, excellent people-management and communication skills

D : Time management skills excellent technical and analytical skills

Answer: C

Question 3

Which of these options is a requirement of Release Management?

A : Service Desk involvement in the design and build process of the development lifecycle

B : Service Desk involvement in the development process so that it can provide appropriate support fornew systems

C : Service Desk involvement in reviewing new system specifications

D : Service Desk involvement in reviewing project plans

Answer: B

Question 4

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

Answer: B

Question 5

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

appropriate to include?

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

Page: 1 / 47

Total 233 Questions | Updated On: Sep 13, 2024

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