SDI SD0-302 問題集

質問 1：
Which of these options is a primary objective of the Service Asset and Configuration Management process?
A. To ensure that IT services, assets, resources and processes are properly managed and maintained
B. To clearly identify the business dependencies of each inventory item
C. To record the ownership of every item of hardware and software in the asset base
D. To map assets into a clear network infrastructure diagram
正解：A

質問 2：
Which of these options is a common mechanism for call monitoring?
A. Time recording
B. IVR and ACD systems
C. Listening in on calls
D. ITSM software systems
正解：C

質問 3：
What might be one purpose of a QA programme?
A. To address service management process issues
B. To address technical service delivery issues
C. To address service performance that is not meeting expectations
D. To address internal cultural issues
正解：C

質問 4：
You have been asked to introduce self-service tools for your Customers, but your staff are concerned that there may be some issues, why might this be?
A. The functionality may not be available in your market-leading Service Management tool
B. Its use will negatively impact service level performance
C. Its introduction may increase the volumes of telephone calls to the Service Desk
D. Everyone in IT might not use completely professional language when logging updates
正解：D

質問 5：
Which of the following would typically NOT be a positive effect of stress?
A. Staff show optimised levels of performance
B. Staff show up on time every day and are generally happier
C. Staff show greater levels of energy and motivation
D. Staff productivity levels increase
正解：B

質問 6：
Which of the following is a key objective of the IT Service Continuity Management (ITSCM) process?
A. To remove long term workarounds for services
B. To eliminate single points of failure for services
C. To remove critical resources for services
D. To eliminate single points of contact for services
正解：B

質問 7：
In your opinion, which of these statements best describes the Service Desks responsibilities in relation to the Risk Management process?
A. It inputs key service requirements that would increase or decrease risk
B. It assesses risk on behalf of the IT services organisation
C. It evaluates new services for business risk
D. It inputs information from users on risky situations occurring in their areas
正解：A

質問 8：
When selecting a CTI system which of these would you choose as a key benefit of CTI in a Service Desk environment?
A. Analysts will have a flexible and comprehensive call-management tool
B. Analysts will be able to instantly assess and prioritise every call
C. Analysts will be able to produce full performance data to feed their regular appraisal/review cycle
D. Analysts will have quick and dynamic access to user details without asking for them
正解：D

質問 9：
Which of these options is a step in the resource-scheduling process?
A. Ensuring 24 hour shift staffing is at a standard level
B. Providing an accurate call volume forecast for every shift and person
C. Determining staffing requirements based on projected volume and service levels
D. Setting staff schedules to fit with individual start/finish times
正解：C