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Free SD0-302 Exam Braindumps
Service Desk Manager Qualification Questions 91–95 (page: 20)

Updated On: 9-Feb-2026
Page 20 of 48
PDF with 232 Questions

If you were establishing a Problem Management process in your organization, which of the following would be one of your primary objectives?

  1. To eliminate all Problems over time
  2. To prevent Incidents developing into Problems
  3. To eliminate the occurrence of all user-related Problems
  4. To minimise the impact of Incidents that cannot be prevented

Answer(s): B



Which of these options best describes a reactive objective of Problem Management?

  1. To minimise the impact of Incidents that cannot be prevented
  2. To prevent the occurrence of Incidents
  3. To prevent the recurrence of Incidents
  4. To determine the root cause of Incidents and initiate corrective actions

Answer(s): A



Which statement best describes the difference between Reactive Problem Management and Proactive Problem Management?

  1. Reactive Problem Management is concerned with solving problems in response to Known Errors; Proactive Problem Management is concerned with identifying quick fixes
  2. Reactive Problem Management is concerned with solving problems in response to one or more Incidents; Proactive Problem Management is concerned with identifying underlying Problems
  3. Reactive Problem Management is concerned with analysing and trending Incident records; Proactive
    Problem Management is concerned with solving problems in response to one or more Incidents
  4. Reactive Problem Management is concerned with eliminating root causes; Proactive Problem Management is concerned with identifying future business needs

Answer(s): B



Which of the following is a Problem Management activity?

  1. Reactive support
  2. Error Control
  3. SLA analysis
  4. First contact resolution

Answer(s): B



Which of these options is NOT a benefit of the Problem Management process?

  1. It improves productivity of the business and IT
  2. It removes the need for SLAs
  3. It reduces the time to resolve Incidents
  4. It increases first contact resolutions

Answer(s): B



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