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SDI SD0-302 Exam
Service Desk Manager Qualification (Page 17 )

Updated On: 26-Jan-2026
Page 9 of 48
PDF with 232 Questions

Which of the following statements about Problem Management is correct?

  1. The Service Desk is not responsible for Problem Management but contributes by identifying recurring Incidents
  2. The Service Desk is not responsible for Problem Management but manages Major Incident reviews
  3. The Service Desk is responsible for Problem Management and may be required to work with technical teams to diagnose Problems
  4. The Service Desk is responsible for Problem Management and uses known errors to aid fast resolution

Answer(s): A



Which of these options is a primary objective of the Service Asset and Configuration Management process?

  1. To record the ownership of every item of hardware and software in the asset base
  2. To ensure that IT services, assets, resources and processes are properly managed and maintained
  3. To clearly identify the business dependencies of each inventory item
  4. To map assets into a clear network infrastructure diagram

Answer(s): B



Which of the following is a key objective of the IT Service Continuity Management (ITSCM) process?

  1. To eliminate single points of contact for services
  2. To eliminate single points of failure for services
  3. To remove critical resources for services
  4. To remove long term workarounds for services

Answer(s): B



Which of these options would be a typical feature of an On-going survey?

  1. It is carried out on a six monthly cycle
  2. It is executed as soon as possible after a call is closed
  3. It is conducted with a minimum of 10 questions to be comprehensive
  4. It is designed to show longer term trends in customer satisfaction

Answer(s): B



Which of these options best describes the value of adopting a resource-planning model?

  1. It helps even out the handling of calls across the day or shift
  2. It quantifies the staffing required to meet SLA and business needs
  3. It provides a sound recruitment base for consistent staffing
  4. It boosts staff retention

Answer(s): B



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