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Free SD0-302 Exam Braindumps
Service Desk Manager Qualification Questions 96–100 (page: 21)

Updated On: 9-Feb-2026
Page 21 of 48
PDF with 232 Questions

Which of these options is a key performance indicator for Problem Management?

  1. The time taken to resolve Problems by 2nd and 3rd level support
  2. The number of Problems escalated by the Service Desk
  3. The number of repeat Problems within a given period
  4. A reduction in business impact caused by Problems

Answer(s): D



Which of these options would be considered a Problem Management KPI?

  1. Service Desk SLAs being met
  2. Number of escalations
  3. Increased Incident resolution
  4. Reduced numbers of Incidents

Answer(s): D



Which of these options describes a management/operational metric for Problem Management?

  1. The number of RFCs submitted resulting from Problems
  2. The number of urgent/emergency RFCs implemented
  3. The number of successful and failed Changes
  4. The top ten Incident categories

Answer(s): A



Which of these options is a recognised responsibility of the Change Management process?

  1. To ensure that technical aspects of a Change are addressed
  2. To remove risks of failure from approved Changes
  3. To create a database of quick fixes for common Changes
  4. To control Changes to the IT Infrastructure

Answer(s): D



Which option best describes the Service Desks part in the Change Management process?

  1. To escalate Incidents that may be caused by Problems
  2. To escalate Changes that may be caused by Problems
  3. To escalate Changes that may be caused by Incidents
  4. To escalate Incidents that may be caused by Changes

Answer(s): D



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