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SDI Service Desk Manager Qualification SD0-302 Dumps in PDF

Free SDI SD0-302 Real Questions (page: 4)

Page 4 of 48 SD0-302 PDF — 232 Questions

QUESTION: 16 Exam Topic: 1, Volume A

Which option is a clear objective of having a Service Desk mission statement?

To inform staff to follow procedures
To get IT resolver groups working to clear OLAs
To show IT management how the Service Desk is structured
To obtain commitment and buy-in to the Service Desk

Answer(s): D

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QUESTION: 17 Exam Topic: 1, Volume A

Which statement best describes some of the characteristics of a successful Service Desk?

Measurements are published when the KPIs have been met or exceeded: Service Improvement Programmes are discussed
Satisfaction surveys for both staff and customers are considered superfluous: resource management is reviewed annually
Leadership practices ensure that future direction is clearly laid out: policies are documented, regularly reviewed and monitored
Benchmarking is pencilled in for the next financial cycle: Continual Service Improvement will be discussed at that time

Answer(s): C

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QUESTION: 18 Exam Topic: 1, Volume A

Which of these options most closely represents the overall mission of the Service Desk?

to promote the use of self-help tools and drive down support costs
to provide high-quality and consistent user and technical support
to continually improve the quality of IT services
to present the best possible public image to customers and users

Answer(s): B

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QUESTION: 19 Exam Topic: 1, Volume A

Typically, what might a vision statement identify for the Service Desk?

Short-term goals
Medium-term objectives
Long-term goals
Ongoing operational objectives

Answer(s): C

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QUESTION: 20 Exam Topic: 1, Volume A

What is the purpose of a Service Desk vision statement?

To assist staff in achieving their dream goals in their future careers
To help management see where the Service Desk is going strategically
To keep the Service Desk in the forefront of user minds
To ensure that all staff understand the vision and consistently work towards it

Answer(s): D

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