最新なSDI SD0-302問題集（232題）、真実試験の問題を全部にカバー！

質問 1：
Which of the following is NOT a principal activity of Service Level Management?
A. Identifying critical business periods and exceptions
B. Engaging in contract negotiation
C. Reviewing reports and performance
D. Implementing new processes
正解：B

質問 2：
Which Service Desk service delivery channel identifies when an Incident has occurred and automatically initiates remedial action?
A. Self-help
B. Self-service
C. Remote support
D. Self-healing
正解：D

質問 3：
The Service Desk has a strategic role to play within an organization, which of these options best describes a method you could use to ensure that you are able to develop clear, insightful strategies?
A. Network with people in other organizations and within the support industry and your communities
B. Familiarize yourself with the goals and objectives of other organizations
C. A best practice demonstrates good governance, a formal standard demonstrates adherence
D. Understand and communicate how the Service Desk assists the organization in meeting its team objectives
正解：A

質問 4：
You need to write a business case for your new ITSM software system; which key element is it appropriate to include?
A. An ROI report on the technical and operational benefits
B. A clear list of potential savings
C. A specification for a CMDB
D. The impact on board members of not buying the software
正解：B

質問 5：
Which of these options best describes one of the recognised disadvantages of outsourcing?
A. The quality of service received is reduced
B. Costs may be higher if the service supply chain is not adequately defined
C. The volume of Incidents and Service requests increases
D. Responsibility for day-to-day operations is lost
正解：B

質問 6：
When you are recruiting new members of your team, a key requirement is that they are good team players. Of these options, which best describes characteristics you would look for during your interview and selection process?
A. Single-minded, with a flexible approach
B. A strong personality with an immense array of knowledge
C. A flexible, open-minded and enthusiastic approach
D. A popular person with advice and suggestions for everyone
正解：C

質問 7：
Which of these options is a characteristic of an effective mentor?
A. An effective mentor works on your personal skills and relationships
B. An effective mentor Is a successful leader in their field
C. An effective mentor uses structured learning techniques for training
D. An effective mentor discusses your progress and shapes development
正解：D

質問 8：
In which process would you expect to find metrics giving percentages of Incident and Problem records associated with a CI record?
A. IT Service Continuity Management
B. Service Asset and Configuration Management
C. Incident Management
D. Problem Management
正解：B

質問 9：
Which of these options is a key performance indicator for Problem Management?
A. The number of repeat Problems within a given period
B. A reduction in business impact caused by Problems
C. The number of Problems escalated by the Service Desk
D. The time taken to resolve Problems by 2nd and 3rd level support
正解：B