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SD0-302 – Service Desk Manager Qualification

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Showing 4–6 of 15 questions

Question 4 (Volume A)

Which of these options is the best way in which you can use formal or informal networks to help develop your ideas?

Select an option, then click Submit answer.

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    Recommend holding off-site meetings in a local pub

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    Develop scenarios that will demonstrate how your suggestions and plans will raise every ones profiles

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    Hold meetings with stakeholders to obtain their support for your proposals

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    Hold meetings with your team to discuss aspects of your proposals

Question 5 (Volume A)

What is the purpose of a Service Desk vision statement?

Select an option, then click Submit answer.

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    To assist staff in achieving their dream goals in their future careers

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    To help management see where the Service Desk is going strategically

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    To keep the Service Desk in the forefront of user minds

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    To ensure that all staff understand the vision and consistently work towards it


Question 6 (Volume B)

If you had to select a benefit of an ACD from this list, which would you choose?

Select an option, then click Submit answer.

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    It will help reduce the number of low priority calls handled

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    It will help reduce the amount of time spent on each call

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    It will help with call management techniques such as skills-based routing

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    It will help to keep the technology up to date within industry best practice