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  3. SD0-302

SDI Service Desk Manager Qualification SD0-302 Exam Questions in PDF

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

SD0-302 PDF — 232 Questions

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

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

Answer(s): D



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

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

Answer(s): C



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

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

Answer(s): B



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

  1. Short-term goals
  2. Medium-term objectives
  3. Long-term goals
  4. Ongoing operational objectives

Answer(s): C



What is the purpose of a Service Desk vision statement?

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

Answer(s): D



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6/14/2023 12:04:00 PM

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12/5/2023 12:38:00 PM

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9/20/2023 4:52:00 PM

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10/12/2023 8:02:00 AM

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10/25/2023 6:01:00 PM

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