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SDI SD0-302 Exam
Service Desk Manager Qualification (Page 8 )

Updated On: 26-Jan-2026
Page 8 of 48
PDF with 232 Questions

Which option best describes the expectations of the Service Desk's users?

  1. They have confidence that the Service Desk is in control of their Incident or Service Request when speaking to a senior team member
  2. Their incident is professionally managed and they receive consistent and courteous service
  3. Their Incidents are resolved very quickly and they are periodically informed of progress
  4. They are provided with good decision data and feedback on all their Incidents

Answer(s): B



You need to get a project and its budget approved by your board, which of these options would be the most appropriate action to take?

  1. Ensure that all stakeholders are sent regular operational reports about the project
  2. Organize a conference for board members to discuss the project in detail
  3. Build a business-based project plan to present to senior management
  4. Write a full report on your opinion of the project and those responsible

Answer(s): C



Which of these options is NOT an element of successful project management?

  1. Managing costs
  2. Ensuring a continual improvement focus
  3. Developing technical solutions
  4. Defining project objectives

Answer(s): C



Which of these options is the best way in which you can use formal or informal networks to help develop your ideas?

  1. Recommend holding off-site meetings in a local pub
  2. Develop scenarios that will demonstrate how your suggestions and plans will raise every ones profiles
  3. Hold meetings with stakeholders to obtain their support for your proposals
  4. Hold meetings with your team to discuss aspects of your proposals

Answer(s): C



You are trying to promote the Service Desk through a variety of recognized and effective channels.
Which of these statements best describes a channel to use?

  1. Articles in the local newspaper and Have a Go days
  2. Open house days and distributing Service Desk fliers
  3. Distributing free pens and Service Desk induction training
  4. Induction training and team-building away days

Answer(s): B



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Viewing questions 36 - 40 out of 232 questions



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