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  1. Home
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  3. SD0-302

SDI SD0-302 Exam (page: 3)
SDI Service Desk Manager Qualification
Updated on: 12-Feb-2026

Viewing Page 3 of 48
SD0-302 PDF 232 Questions

Performing a skills gap analysis and identifying appropriate salary levels are preparatory requirements for what?

  1. Service Desk recruitment
  2. Service Catalogue definition
  3. Service Level Agreement negotiation
  4. Skills Matrix creation

Answer(s): A



Which of these options would be a management activity in directing, controlling and co ordinating activities?

  1. Providing guidance to staff when needed
  2. Providing an efficient ergonomic office environment
  3. Developing and documenting staff management procedures
  4. Developing and implementing an effective IT platform

Answer(s): A



Which of these options is NOT likely to be a role of the Service Desk?

  1. To balance support expenses to keep IT support performing at the optimum levels of quality and cost effectiveness
  2. To integrate support goals with business goals
  3. To provide individual and personal IT support to each business user
  4. To report on service breaches and their reasons

Answer(s): C



You are explaining the role of the Service Desk to your new analysts.
Which of these options best describes one of the key requirements?

  1. The Service Desks role is to provide a high-quality service promptly and consistently
  2. The Service Desks role is to resolve users Problems and record all Change Requests
  3. The Service Desks role is to initiate other support teams into the Standard Operating Procedures of the Service Desk
  4. The Service Desks role is to act as a single point of contact for all organisational enquiries

Answer(s): A



Which of these options is NOT a responsibility of the Service Desk?

  1. Developing and implementing Service Desk goals that integrate with business objectives
  2. Representing the IT organisation to its users
  3. Maintaining the highest level of productive IT time for users in accordance with the SLA
  4. Providing the user with root cause analysis for Incidents resolved at first level

Answer(s): D



Viewing Page 3 of 48



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