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  1. Home
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  3. SD0-302

SDI SD0-302 Exam (page: 5)
SDI Service Desk Manager Qualification
Updated on: 25-Dec-2025

Viewing Page 5 of 48
SD0-302 PDF 232 Questions

Which of the following is a business best practice quality model?

  1. COBIT
  2. SLM
  3. ITIL
  4. Six Sigma

Answer(s): D



Your IT director has told you that your team must follow best practice.
What is a major benefit of so doing?

  1. Customers and employees will feel more satisfied with the service provided by your team
  2. Senior management meetings will not dwell on the failings of your team
  3. The speed of resolution becomes the sole focus of everyones attention
  4. Team members are less likely to be involved in cross-department projects

Answer(s): A



If you choose to implement a formal standard rather than a best practice, which would be the best description of the difference?

  1. A best practice does not need evidence to prove progress, a formal standard does
  2. A formal standard may not be ITIL compliant, a best practice would be
  3. A best practice demonstrates good governance, a formal standard demonstrates adherence
  4. Best practice does not include ISO/IEC 20000, a formal standard includes ITIL

Answer(s): A



Which of these options would be a practical way to gain an understanding of other countries cultures?

  1. Study the religion practised in the region surrounding the country
  2. Take a course in international business or cross-cultural studies
  3. Travel to several countries in the area of the country
  4. Read travel books about the country

Answer(s): B



The Service Desk has a strategic role to play within an organization, which of these options best describes a method you could use to ensure that you are able to develop clear, insightful strategies?

  1. Understand and communicate how the Service Desk assists the organization in meeting its team objectives
  2. Familiarize yourself with the goals and objectives of other organizations
  3. A best practice demonstrates good governance, a formal standard demonstrates adherence
  4. Network with people in other organizations and within the support industry and your communities

Answer(s): D



Viewing Page 5 of 48



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