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SDI SD0-302 Exam
Service Desk Manager Qualification (Page 8 )

Updated On: 12-Feb-2026
Page 8 of 48
PDF with 232 Questions

As a Service Desk Manager, which option best describes one of your key obligations?

  1. Writing and agreeing SLAs
  2. Developing Problem Management across IT
  3. Aligning Service Desk goals with those of the organisation
  4. Ensuring that staff welfare takes overall priority

Answer(s): C



Why is it important to integrate business and IT objectives?

  1. To ensure that IT works towards the same goals as the business
  2. To ensure that the development of IT services is in line with current industry best practice
  3. To give the business confidence in the IT services function
  4. To allow IT to be effectively built into every business area

Answer(s): A



Which option best describes strategic awareness? Strategic awareness is...

  1. Understanding how IT services contribute to meeting organisational goals
  2. Understanding the intention of the tactical plans of the organisation
  3. Understanding how to acquire knowledge of the organisations operational plans
  4. Understanding the day-to-day goals and objectives of the organisation

Answer(s): A



How can you best demonstrate understanding of your Service Desks strategic responsibilities?

  1. Understand what activities your Service Desk should undertake to support the organizations strategic plans
  2. Advise senior management about your strategic management skills and experience
  3. Provide detailed analyses of the Service Desks activities for the previous year
  4. Provide strategic plans that detail the role of the Service Desk and how it can be utilised to manage all IT Service operations

Answer(s): A



You want to develop your career and position within the organisation, what steps could you take to improve your profile and influence?

  1. Take the initiative in all business decisions
  2. Display your acumen through strong judgement and decision making
  3. Always ensure that your opinion is heard at meetings
  4. Delegate as much of your work as possible

Answer(s): B






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