Free SD0-302 Exam Braindumps (page: 33)

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How does the Service Desk relate to the Service Level Management process? Select the option that most closely matches its responsibility.

  1. To deliver IT services to users
  2. To encourage other IT areas to observe the requirements of the SLA and OLAs
  3. To identify new services for inclusion in existing SLAs and OLAs
  4. To create user feedback reports relating to their business area

Answer(s): B



Which of these options is NOT a component of the Service Level Management process?

  1. Service Catalogue (SC)
  2. Service Improvement Programme (SIP)
  3. Service Agreement Practice (SAP)
  4. Service Level Requirements (SLR)

Answer(s): C



Which of the following is NOT a principal activity of Service Level Management?

  1. Identifying critical business periods and exceptions
  2. Implementing new processes
  3. Reviewing reports and performance
  4. Engaging in contract negotiation

Answer(s): D



You have been working closely with your organizations Service Level Manager and s/he has asked you to prepare a presentation that can be delivered to internal IT teams on the value and benefits of having an SLM process in place.
Which of these options best describes one of the benefits?

  1. Users have freedom of choice about which IT teams they will work with
  2. There are clearly defined IT procedures that are now enforceable
  3. There are clearly defined penalties for customers and providers if responsibilities are not met
  4. Specific customer needs are known, enabling IT to prioritise and plan

Answer(s): D



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