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SDI SD0-302 Exam
Service Desk Manager Qualification (Page 7 )

Updated On: 9-Feb-2026
Page 7 of 48
PDF with 232 Questions

You intend to implement some far-reaching changes to the way in which your Service Desk currently operates, but to do so you need the support of other teams within IT.
Which action should you undertake to gain this support?

  1. Give a presentation to the board of directors to guarantee their support
  2. Make time to develop a social relationship with your manager
  3. Demonstrate your understanding of any concerns others may have
  4. Begin by creating a powerfully-worded vision statement

Answer(s): C



You need to get a project and its budget approved by your board, which of these options would be the most appropriate action to take?

  1. Ensure that all stakeholders are sent regular operational reports about the project
  2. Organize a conference for board members to discuss the project in detail
  3. Build a business-based project plan to present to senior management
  4. Write a full report on your opinion of the project and those responsible

Answer(s): C



Which of these answers would NOT be a suitable area to include in your service ethics code of conduct?

  1. A list of expected behaviour to ensure that all Service Desk employees understand what the organisation expects of them
  2. Standards of moral and ethical behaviour
  3. How to manage risk on behalf of the organisation
  4. Specific techniques for dealing with difficult business partners

Answer(s): D



Which option best describes the expectations of the Service Desk's users?

  1. They have confidence that the Service Desk is in control of their Incident or Service Request when speaking to a senior team member
  2. Their incident is professionally managed and they receive consistent and courteous service
  3. Their Incidents are resolved very quickly and they are periodically informed of progress
  4. They are provided with good decision data and feedback on all their Incidents

Answer(s): B



You have recently been promoted to Service Desk Manager and you are keen to show how much you wish to succeed in this role.
Which statement best describes some of the skills that will help you to succeed?

  1. Excellent influencing skills, exemplary debating and creative writing skills
  2. A University Degree in Computer Sciences and strong negotiating skills
  3. Strong team building skills, excellent people-management and communication skills
  4. Time management skills excellent technical and analytical skills

Answer(s): C






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