Download Service Desk Manager Qualification.SD0-302.TestKing.2019-01-03.137q.vcex

Vendor: SDI
Exam Code: SD0-302
Exam Name: Service Desk Manager Qualification
Date: Jan 03, 2019
File Size: 93 KB
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Demo Questions

Question 1
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?
  1. Excellent influencing skills, exemplary debating and creative writing skills
  2. A University Degree in Computer Sciences and strong negotiating skills
  3. Strong team building skills, excellent people-management and communication skills
  4. Time management skills excellent technical and analytical skills
Correct answer: C
Question 2
As a Service Desk Manager, which option best describes one of your key obligations?
  1. Writing and agreeing SLAs
  2. Developing Problem Management across IT
  3. Aligning Service Desk goals with those of the organization
  4. Ensuring that staff welfare takes overall priority
Correct answer: C
Question 3
Why is it important to integrate business and IT objectives?
  1. To ensure that IT works towards the same goals as the business
  2. To ensure that the development of IT services is in line with current industry best practice
  3. To give the business confidence in the IT services function
  4. To allow IT to be effectively built into every business area
Correct answer: A
Question 4
Which option best describes strategic awareness? Strategic awareness is _____.
  1. Understanding how IT services contribute to meeting organizational goals
  2. Understanding the intention of the tactical plans of the organization
  3. Understanding how to acquire knowledge of the organizations operational plans
  4. Understanding the day-to-day goals and objectives of the organization
Correct answer: A
Question 5
How can you best demonstrate understanding of your Service Desks strategic responsibilities?
  1. Understand what activities your Service Desk should undertake to support the organizations strategic plans
  2. Advise senior management about your strategic management skills and experience
  3. Provide detailed analyses of the Service Desks activities for the previous year
  4. Provide strategic plans that detail the role of the Service Desk and how it can be utilized to manage all IT Service operations
Correct answer: A
Question 6
You want to develop your career and position within the organization, what steps could you take to improve your profile and influence?
  1. Take the initiative in all business decisions
  2. Display your acumen through strong judgement and decision making
  3. Always ensure that your opinion is heard at meetings
  4. Delegate as much of your work as possible
Correct answer: B
Question 7
Which of these options is an objective of financial management?
  1. To ensure that the annual budget for the IT organization is always reduced
  2. To align IT service costs to business processes
  3. To support the customer and the business by delivering value for money
  4. To understand the cost of providing IT services
Correct answer: A
Question 8
Which of these options is a financial management activity?
  1. Showing how calculating user and customer billing demonstrates value for money
  2. Delivering clear benefits from IT services over a one-year period
  3. Accounting for fixed and variable losses in specific problem situations
  4. Understanding how to calculate unit costs for the delivery of service
Correct answer: D
Question 9
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?
  1. To reduce Service Desk costs for the new business situation
  2. To determine the impact of proposed services on the IT organization
  3. To produce regular progress reports on the results of the integration
  4. To manage the professional development of the Service Desk people
Correct answer: B
Question 10
Which option is the best description of Return on Investment (ROI)?
  1. It is a method used to calculate the expected lifecycle of a product
  2. It is an assessment of costs and profits
  3. It is an assessment of costs and benefits
  4. It is a method used to determine the percentage of profit to be reinvested
Correct answer: C
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