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Free SD0-302 Exam Braindumps
Service Desk Manager Qualification Questions 116–120 (page: 25)

Updated On: 9-Feb-2026
Page 25 of 48
PDF with 232 Questions

Which of these options best describes an aspect of Knowledge Management?

  1. The process through which an organization develops its intellectual ability
  2. The process through which an organization develops its intellectual quality
  3. The process through which an organization generates value from its configuration assets
  4. The process through which an organization generates value from its intellectual assets

Answer(s): D



Which option best describes one of the Service Desks responsibilities in relation to Knowledge Management?

  1. It should understand the composition of the knowledgebase and advise on its development
  2. It should insist that users use the self-help options available to maximise the use of the knowledgebase
  3. It should provide feedback on the relative value of knowledge items and available information
  4. It should update the knowledge base after every problem closure

Answer(s): C



Which of these options does SKMS stand for?

  1. Service Knowledge Management Store
  2. Service Knowledge Management System
  3. System Knowledge Management Service
  4. System Knowledge Management Store

Answer(s): B



Your Service Desk staff use the SKMS (Service Knowledge Management System) extensively.
Which of these options best describes a benefit of having the SKMS available to them?

  1. It creates a silo approach for the availability of knowledge
  2. It provides new starters with induction training
  3. It reduces the number of incidents requiring escalation to other teams
  4. It offers opportunities for cross-training to take place

Answer(s): C



Which of these options best describes a set of procedures to be followed when developing an SKMS?

  1. Procedures to test the ongoing value of the information in the SKMS
  2. Procedures to test the ongoing value of changes to the SKMS
  3. Procedures to test the cost savings of the SKMS
  4. Procedures to test the content of the SKMS

Answer(s): A



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