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SDI SD0-302 Exam Questions
Service Desk Manager Qualification (Page 16 )

Updated On: 5-Mar-2026
Page 9 of 48
PDF with 232 Questions

Which of these options is NOT an objective of financial management?

  1. To ensure that the annual budget for the IT organisation is always reduced
  2. To align IT service costs to business processes
  3. To support the customer and the business by delivering value for money
  4. To understand the cost of providing IT services

Answer(s): A



Which of these options is a financial management activity?

  1. Showing how calculating user and customer billing demonstrates value for money
  2. Delivering clear benefits from IT services over a one-year period
  3. Accounting for fixed and variable losses in specific problem situations
  4. Understanding how to calculate unit costs for the delivery of service

Answer(s): D



You have been informed that a company merger is planned which will potentially increase the number of supported users by 15 percent.
Why is it important for you to understand the commercial management of the Service Desk?

  1. To reduce Service Desk costs for the new business situation
  2. To determine the impact of proposed services on the IT organisation
  3. To produce regular progress reports on the results of the integration
  4. To manage the professional development of the Service Desk people

Answer(s): B



Which option is the best description of Return on Investment (ROI)?

  1. It is a method used to calculate the expected lifecycle of a product
  2. It is an assessment of costs and profits
  3. It is an assessment of costs and benefits
  4. It is a method used to determine the percentage of profit to be reinvested

Answer(s): C



You need to write a business case for your new ITSM software system; which key element is it appropriate to include?

  1. A clear list of potential savings
  2. The impact on board members of not buying the software
  3. An ROI report on the technical and operational benefits
  4. A specification for a CMDB

Answer(s): A



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