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SD0-302 – Service Desk Manager Qualification

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Showing 7–9 of 15 questions

Question 7 (Volume B)

As sensitive personal and corporate information is frequently lost or stolen, what would be a key objective of Information Security Management?

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    Meeting the publics need for confidence in data security

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    Understanding the full legal implications of Information Security Management

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    Ensuring the security of every user data access point

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    Ensuring IT operates adequate and appropriate security controls


Question 8 (Volume B)

Which of these options is a primary objective of self- service for Service Desks?

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    To enable users to become experts in IT support

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    To help users to log their own incidents

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    To enable users to resolve incidents for their colleagues

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    To help users to close their own incidents


Question 9 (Volume A)

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

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    Measurements are published when the KPIs have been met or exceeded: Service
    Improvement Programmes are discussed

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    Satisfaction surveys for both staff and customers are considered superfluous: resource management is reviewed annually

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    Leadership practices ensure that future direction is clearly laid out: policies are documented, regularly reviewed and monitored

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    Benchmarking is pencilled in for the next financial cycle: Continual Service Improvement will be discussed at that time