Question 1

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

Options :

A : PBX, ITIL and IVR

B : AVR, E-talk and Wikis

C : E-Mail, Blogs, SLAs

D : IM, KPIs and AVR

Answer: B

Question 2

Which of these options is a key benefit of IT Service Continuity Management?

Options :

A : Potential lower insurance premiums

B : Improved management of issues

C : An increase in potential lost revenue

D : A reduction in the number of repeat Incidents

Answer: A

Question 3

Which of these options best describes key components of teamwork?

Options :

A : Working together to accomplish common goals, sharing ideas and sharing the number of calls fairly

B : Working together to accomplish common goals, sharing ideas and sharing the glory fairly

C : Working together to accomplish common goals, sharing ideas and sharing the workload fairly

D : Working together to accomplish common goals, sharing ideas and sharing the blame fairly

Answer: C

Question 4

Why do we need OLAs?

Options :

A : To provide business-level reporting

B : To demonstrate service quality

C : To ensure that IT teams meet SLAs

D : To tie down all the IT parties to contracts

Answer: C

Question 5

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

appropriate to include?

Options :

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

Higher Test Marks with Free Online SD0-302 Exam Practice