SDI SD0-302 問題集

質問 1：
Which of these options would be a common issue to overcome when introducing self-healing tools?
A. Some support team members are reluctant to help install the tools
B. Some customers are resistant, depending on levels of IT maturity
C. Some users become uncommunicative and out of touch
D. Some customers are over enthusiastic about adopting new tools
正解：B

質問 2：
You are in the process of developing a programme of activities to promote the Service Desk. You believe this is a very important aspect of your role and that all promotional activities should meet your objectives. Which of these options describes one of those objectives?
A. Managing your teams expectations
B. Managing your users expectations
C. Managing your managers expectations
D. Managing your own expectations
正解：B

質問 3：
Which of these options is a suitable technique for dealing with stress?
A. Primal team scream
B. A mix of work and outside activities
C. Sticking to agreed procedures
D. Shouting when off the phone
正解：A

質問 4：
Your manager is concerned that the relationships between the Service Desk and some other areas of IT are not as good as they could be. S/he has asked you to suggest some initiatives to improve the situation; which of the following would you suggest?
A. Offer to write supporting mission statements for the other teams
B. Understand the roles and responsibilities that teams have in meeting IT services and business objectives
C. Recognise and publish the achievements of your staff to promote the Service Desk
D. Establish regularly scheduled meetings between key Service Desk staff and key customer representatives
正解：B

質問 5：
You intend to implement some far-reaching changes to the way in which your Service Desk currently operates, but to do so you need the support of other teams within IT. Which action should you undertake to gain this support?
A. Make time to develop a social relationship with your manager
B. Begin by creating a powerfully-worded vision statement
C. Give a presentation to the board of directors to guarantee their support
D. Demonstrate your understanding of any concerns others may have
正解：D

質問 6：
Which of these options best describes a typical friendly and supportive workplace environment?
A. It has technical and highly-skilled team members
B. It is very carefully and tightly managed
C. Competitiveness is demonstrated between team members
D. It has a diverse blend of team members
正解：D

質問 7：
You have a new member of staff starting on the Service Desk and you are planning to spend some time mentoring them. Which option best describes the first step you should take in this process?
A. Define your mentoring plan for the staff member
B. Prepare a training and development plan for them
C. Assess the employees abilities, competencies and commitment level
D. Review individual analyst KPIs
正解：C

質問 8：
How can you best demonstrate understanding of your Service Desks strategic responsibilities?
A. Advise senior management about your strategic management skills and experience
B. Understand what activities your Service Desk should undertake to support the organizations strategic plans
C. Provide strategic plans that detail the role of the Service Desk and how it can be utilised to manage all IT Service operations
D. Provide detailed analyses of the Service Desks activities for the previous year
正解：B

質問 9：
As a Service Desk manager, which of these options would you suggest is a way for you to contribute to IT and business objectives?
A. Identify new business opportunities
B. Market the successes of the IT organisation
C. Tell management about every Incident that occurs
D. Provide suggestions on how to improve IT services
正解：D