SDI SD0-302 Quiz 1 Topic 2 Questions 1-5

Question: 1

Using self-service as a delivery method in a Service Desk environment is often seen as a great step

to reduce direct user contact costs which of the following is also a benefit of self-service?

AIt can help to prevent users calling the Service Desk

BIt can be used to log calls, service requests or Incidents, saving Service Desk time

CIt can develop tailored tutorials to help users help themselves

DIt can eliminate the need to provide feedback to users

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Question: 2

Which of these options would you regard as a common Quality Assurance practice?

AA monthly visit to all customer locations

BA one-off mystery shopping exercise

CA review of service usage statistics

DA focus group meeting

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Question: 3

You run a very busy, high-pressure Service Desk and are in the process of recruiting several new

analysts. Which of these options most accurately relates to a key element of the interview process?

AUse a relaxed and informal approach withte-taking and few pre-prepared questions

BHave 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

CEnsure that you follow your organisations recruitment process

DUse role-play in the interview to assess their ability to perform under pressure

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Question: 4

Which of these options is the best way in which you can use formal or informal networks to help develop your ideas?

ARecommend holding off-site meetings in a local pub

BDevelop scenarios that will demonstrate how your suggestions and plans will raise every ones profiles

CHold meetings with stakeholders to obtain their support for your proposals

DHold meetings with your team to discuss aspects of your proposals

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Question: 5

Which of these options best describes a set of procedures to be followed when developing an SKMS

AProcedures to test the ongoing value of the information in the SKMS

BProcedures to test the ongoing value of changes to the SKMS

CProcedures to test the cost savings of the SKMS

DProcedures to test the content of the SKMS

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SDI SD0-302 Quiz:1 Topic:2 Questions:1-5