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SD0-302 – Service Desk Manager Qualification

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Showing 10–12 of 15 questions

Question 10 (Volume A)

Which option best describes the Service Desks part in the Change Management process?

Select an option, then click Submit answer.

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    To escalate Incidents that may be caused by Problems

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    To escalate Changes that may be caused by Problems

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    To escalate Changes that may be caused by Incidents

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    To escalate Incidents that may be caused by Changes


Question 11 (Volume A)

If you are documenting new processes and procedures, which of these options is a particularly important outcome?

Select an option, then click Submit answer.

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    It is easy to understand the technical language

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    Processes and procedures are adhered to

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    The team agrees that every issue has been included

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    Calls and Incidents are handled consistently


Question 12 (Volume A)

Which option best describes the expectations of the Service Desk's users?

Select an option, then click Submit answer.

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    They have confidence that the Service Desk is in control of their Incident or Service
    Request when speaking to a senior team member

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    Their incident is professionally managed and they receive consistent and courteous service

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    Their Incidents are resolved very quickly and they are periodically informed of progress

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    They are provided with good decision data and feedback on all their Incidents