QUESTION: 13

Which of the options best describes a key responsibility of a Service Desk Manager?

To deliver ad-hoc levels of service quality from the Service Desk
To promote the Service Desk to theorganisation and users
To manage Incidents and Major Incidents
To develop and manage the Problem Management team

Answer(s): B

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QUESTION: 14

If you are asked to name a Service Desk best practice, which option would be relevant?

SAP
KCS
Problem Management
itSMF

Answer(s): B

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QUESTION: 15

Your organisation documents company policies to which it expects all employees to adhere.
What is the most important reason for SDAs to ensure they work within these policies?

Company policies support consistentbehaviour
Company policiesemphasise deviations from acceptable behaviour
Company policies meet theirmanagers criteria for success
Company policies support creative approaches for SDA activities

Answer(s): A

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QUESTION: 16

Where would you find clear definitions of boundaries and procedures for dealing with inappropriate behaviour?

Company policy documents
Incident Management documents
Service Desk procedure documents
Service Level Agreement documents

Answer(s): A

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Free SD0-101 Exam Braindumps (page: 5)

QUESTION: 13

QUESTION: 14

QUESTION: 15

QUESTION: 16

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