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Free SD0-302 Exam Braindumps (page: 16)

Page 15 of 59
PDF with 232 Questions

If you are looking to gather further information to help resolve a users issue, which of these options would it NOT be appropriate to use?

  1. Structured questioning of users by an analyst
  2. One-way information provided by a user
  3. One-to-one interviews with all Service Desk staff
  4. Unstructured free-form questioning by an analyst

Answer(s): C



If you are documenting new processes and procedures, which of these options is a particularly important outcome?

  1. It is easy to understand the technical language
  2. Processes and procedures are adhered to
  3. The team agrees that every issue has been included
  4. Calls and Incidents are handled consistently

Answer(s): B



Your manager is concerned that the relationships between the Service Desk and some other areas of
IT are not as good as they could be. S/he has asked you to suggest some initiatives to improve the situation; which of the following would you suggest?

  1. Recognise and publish the achievements of your staff to promote the Service Desk
  2. Offer to write supporting mission statements for the other teams
  3. Understand the roles and responsibilities that teams have in meeting IT services and business objectives
  4. Establish regularly scheduled meetings between key Service Desk staff and key customer representatives

Answer(s): C



Which of these options is a best practice to follow when you are taking actions that will affect other departments or teams?

  1. Give serious consideration to what people will think of you if your ideas do not work
  2. Discuss with other managers to identify the possible effects of your actions on others
  3. Implement your ideas as soon as you have decided on the best course of action
  4. Make a presentation to other teams letting them know what you have done

Answer(s): B






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