SD0-302 무료 덤프문제 온라인 액세스

Which option best describes the Service Desks part in the Change Management process?

• A.To escalate Incidents that may be caused by Changes
• B.To escalate Incidents that may be caused by Problems
• C.To escalate Changes that may be caused by Problems
• D.To escalate Changes that may be caused by Incidents

Which type of survey would you use to evaluate the success of your recent implementation of selflogging for users?

• A.A periodic survey
• B.A one-off survey
• C.An event survey
• D.A performance survey

Which option best describes the Service Desks responsibility in, and its relationship with, the Information Security Management process?

• A.It confirms identification of users and prevents remote access to critical systems
• B.It confirms identification of users and provides fast resolution to access problems
• C.It confirms identification of users and provides user statistics
• D.It confirms identification of users and follows all relevant IT security policies

You are about to make a presentation to the Board to agree to the use of Computer Telephony Integration in your Service Desk. Which of the options listed will best explain the purpose of CTI?

• A.It will ensure firm rules are applied to priority allocation for users incidents
• B.It will ensure that agents have all the users details instantly available
• C.It will enable you to keep an eye on what your team is doing
• D.It will make the call management process more efficient

If you were establishing a Problem Management process in your organization, which of the following would be one of your primary objectives?

• A.To prevent Incidents developing into Problems
• B.To eliminate all Problems over time
• C.To minimise the impact of Incidents that cannot be prevented
• D.To eliminate the occurrence of all user-related Problems