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SD0-302 – Service Desk Manager Qualification

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Showing 1–3 of 15 questions

Question 1 (Volume A)

You are planning a promotion campaign to raise customer awareness of the Service Desk and the benefits it brings to the business. Which of these activities would be most effective in doing this?

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    Offer customers the opportunity to experience life on the Service Desk

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    Provide induction training and team-building away-days

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    Give all customers a stress ball with Service Desk contact details printed on it

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    Schedule your staff to floor walk at regular intervals


Question 2 (Volume A)

Which option best describes a purpose of Organisational Change Management?

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    To minimise the risk and interruption to users and services

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    To understand the impact of every change to IT services

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    To ensure that processes and procedures are kept constantly in alignment

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    To prevent abuse of the Change Management process by rogue emergency changes


Question 3 (Volume B)

Enabling users to log and track the status of their own Incidents and Service Requests is the primary purpose of

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    Incident management

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    Release and Deployment management

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    IT Self-healing

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    IT Self-service