SDI SD0-302 問題集

質問 1：
Why do we need OLAs?
A. To tie down all the IT parties to contracts
B. To provide business-level reporting
C. To ensure that IT teams meet SLAs
D. To demonstrate service quality
正解：C

質問 2：
Conducting an assessment is a necessary step in managing change and for continual
improvement.
Which of these options best describes key types of assessment methods?
A. GAP analysis, COBIT and ISO20000
B. CSA, COBIT and GAP analyses
C. SWOT, CSA and GAP analyses
D. SWOT and CSA analyses and COBIT
正解：C

質問 3：
If you were providing a list of key performance indicators for the Incident Management process, which of these options would you include?
A. Percentage of Incidents resolved out-of-hours
B. Frequency of technical Incidents
C. Cost per Incident/Service Request
D. Incidents submitted by individual users
正解：C

質問 4：
How does the Service Desk relate to the Service Level Management process? Select the option that most closely matches its responsibility.
A. To identify new services for inclusion in existing SLAs and OLAs
B. To create user feedback reports relating to their business area
C. To deliver IT services to users
D. To encourage other IT areas to observe the requirements of the SLA and OLAs
正解：D

質問 5：
Identify a key component of a good internal communications programme
A. Cleverly crafted and worded documents
B. Feedback mechanisms to test SLAs
C. Use of promotional materials mugs, mouse mats etc.
D. Clarity on the messages to be communicated
正解：D

質問 6：
Which of these options best describes periodic surveys?
A. They are regularly planned and scheduled on an Incident by Incident basis
B. They identify changes to products, services, and processes that analysts feel would improve their relationship with the IT organisation and better meet user needs
C. They are based on user perception of the Service Desk and IT organisation at the current point in time
D. They are used to evaluate overall satisfaction levels with the products and services provided by the Service Desk and the IT organisation
正解：D

質問 7：
Which process would provide the benefit of better protection for personal and organisational data?
A. IT Service Continuity Management
B. Information Security Management
C. Release and Deployment Management
D. Risk Management
正解：B

質問 8：
A skills matrix in place for all staff and a training budget with a set allocation of training days for staff are features of which of these options?
A. A structured approach to recruitment
B. A structured approach to training
C. A formal appraisal process
D. A formal employee satisfaction process
正解：B

質問 9：
You are experiencing difficulties with your desktop support team who regularly blame your Service Desk Analysts for not giving them the correct information. How best should you get them on board?
A. Improve the communication channels by listening to their views and issues
B. Highlight their inadequacies across the department through management reports
C. Send them emails to let them know where they are going wrong
D. Build credibility with them by running regular social events
正解：A