最新的SDI - SERVICE DESK MANAGER QUALIFICATION - SD0-302免費考試真題

A. It offers opportunities to create new power-users

B. It enables the analyst to demonstrate their knowledge and skills to the user

C. It gives the analyst a clearer understanding of the users situation

D. It establishes better rapport with second-line analysts

A. Some customers are over enthusiastic about adopting new tools

B. Some users become uncommunicative and out of touch

C. Some customers are resistant, depending on levels of IT maturity

D. Some support team members are reluctant to help install the tools

A. Identify new business opportunities

B. Provide suggestions on how to improve IT services

C. Market the successes of the IT organisation

D. Tell management about every Incident that occurs

A. Coaching

B. E-mentoring

C. E-Learning

D. Computer Based Training

A. To log incidents according to priority

B. To record calls with users

C. To control calls via an automated attendant

D. To manage analyst performance and work load

A. A strategic business plan

B. A SMART review

C. An ROI analysis

D. A GAP analysis

A. Critical business periods, IT services and Incident data

B. SLAs, individual KPIs and charges where appropriate

C. IT services, customer responsibilities and OLAs

D. Customer responsibilities, critical business periods and SLAs

A. Use a relaxed and informal approach with no note-taking and few pre-prepared questions

B. Ensure that you follow your organizations recruitment process

C. Use role-play in the interview to assess their ability to perform under pressure

D. Have a clear structure for the interviews and allow the candidate to express his or her preferences for the type of questions s/he prefers to be asked

A. To report on service breaches and their reasons

B. To balance support expenses to keep IT support performing at the optimum levels of quality and cost effectiveness

C. To integrate support goals with business goals

D. To provide individual and personal IT support to each business user

A. Understanding how IT services contribute to meeting organisational goals

B. Understanding how to acquire knowledge of the organisations operational plans

C. Understanding the intention of the tactical plans of the organisation

D. Understanding the day-to-day goals and objectives of the organisation

A. It is very carefully and tightly managed

B. It has technical and highly-skilled team members

C. Competitiveness is demonstrated between team members

D. It has a diverse blend of team members

A. Time management skills excellent technical and analytical skills

B. A University Degree in Computer Sciences and strong negotiating skills

C. Excellent influencing skills, exemplary debating and creative writing skills

D. Strong team building skills, excellent people-management and communication skills