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What is a main Service Desk responsibility in the Incident Management Process?

  1. Managing communications with users and customers
  2. Ensuring a fast telephone response
  3. Keeping analysts productive
  4. Identifying and resolving underlying issues

Answer(s): A



Which of these options is NOT a principal activity of the Incident Management process?

  1. Classification
  2. Prioritisation
  3. Escalation
  4. Negotiation

Answer(s): D



Reducing the impact of disruptions to IT services on the business, improving staff utilisation and resolution times are benefits of which process?

  1. Problem Management
  2. Service Level Management
  3. IT Service Management
  4. Incident Management

Answer(s): D



If you were providing a list of key performance indicators for the Incident Management process, which of these options would you include?

  1. Cost per Incident/Service Request
  2. Frequency of technical Incidents
  3. Incidents submitted by individual users
  4. Percentage of Incidents resolved out-of-hours

Answer(s): A






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