최신SDI - SERVICE DESK MANAGER QUALIFICATION - SD0-302무료샘플문제

A. It provides new starters with induction training

B. It offers opportunities for cross-training to take place

C. It creates a silo approach for the availability of knowledge

D. It reduces the number of incidents requiring escalation to other teams

A. It ensures that the cost per Incident handled is reduced

B. It is an essential to ensure that the image of the Service Desk is enhanced

C. It is a competitive tool that helps to boost organisational success

D. It delivers consistent metrics and reporting on service performance

A. Their Incidents are resolved very quickly and they are periodically informed of progress

B. They have confidence that the Service Desk is in control of their Incident or Service Request when speaking to a senior team member

C. Their incident is professionally managed and they receive consistent and courteous service

D. They are provided with good decision data and feedback on all their Incidents

A. The Service Desk is responsible for Problem Management and uses known errors to aid fast resolution

B. The Service Desk is not responsible for Problem Management but manages Major Incident reviews

C. The Service Desk is responsible for Problem Management and may be required to work with technical teams to diagnose Problems

D. The Service Desk is not responsible for Problem Management but contributes by identifying recurring Incidents

A. To help management see where the Service Desk is going strategically

B. To ensure that all staff understand the vision and consistently work towards it

C. To assist staff in achieving their dream goals in their future careers

D. To keep the Service Desk in the forefront of user minds

A. An effective mentor uses structured learning techniques for training

B. An effective mentor works on your personal skills and relationships

C. An effective mentor discusses your progress and shapes development

D. An effective mentor Is a successful leader in their field

A. The SACM can be used to help resolve Incidents quickly

B. The SACM is the central control mechanism for Problem Management

C. The SACM is used to support accurate Incident diagnosis

D. The Service Desk creates SACM records to assist in Problem resolution

A. Management style

B. Creativity

C. Customer Service

D. Leadership

A. To report on service breaches and their reasons

B. To integrate support goals with business goals

C. To provide individual and personal IT support to each business user

D. To balance support expenses to keep IT support performing at the optimum levels of quality and cost effectiveness

A. Identifying team performance improvement areas

B. Discussing an individual's performance

C. Planning purposes

D. Disseminating information

A. Interactive Voice Response (IVR)

B. Computer Telephony Integration (CTI)

C. Automated Call Distribution (ACD)

D. Phone switch (PBX)

A. It has specific, short-term objectives; it is performance and task related; it is strategic in nature

B. It is performance and task-related; it helps to establish goals; it identifies opportunities to achieve the goals

C. It is strategic in nature; it identifies opportunities to achieve goals; it aims to change behaviour

D. It aims to demonstrate required behavior; it helps to measure goals; it is performance and taskrelated

A. Procedures to test the ongoing value of changes to the SKMS

B. Procedures to test the content of the SKMS

C. Procedures to test the cost savings of the SKMS

D. Procedures to test the ongoing value of the information in the SKMS

A. A University Degree in Computer Sciences and strong negotiating skills

B. Time management skills excellent technical and analytical skills

C. Strong team building skills, excellent people-management and communication skills

D. Excellent influencing skills, exemplary debating and creative writing skills