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質問 1：
What can self-healing tools deliver?
A. Automated attendant
B. Automated escalation
C. Automated recovery
D. Automated logging
正解：C
質問 2：
Which of these options best describes an effective team?
A. Empowered and productive
B. Highly controlled and driven
C. Knowledgeable and experienced
D. Always busy and motivated
正解：A
質問 3：
Which of the following is NOT one of the principal Service Asset and Configuration Management activities?
A. Identifying the key components in the Configuration Plan
B. Identifying and recording Configuration Items at the appropriate level
C. Carrying out asset audits and verifications
D. Identifying and defining relationship and dependencies between Configuration Items
正解：A
質問 4：
You need to get a project and its budget approved by your board, which of these options would be the most appropriate action to take?
A. Build a business-based project plan to present to senior management
B. Organize a conference for board members to discuss the project in detail
C. Ensure that all stakeholders are sent regular operational reports about the project
D. Write a full report on your opinion of the project and those responsible
正解：A
質問 5：
You are in the process of developing a programme of activities to promote the Service Desk. You believe this is a very important aspect of your role and that all promotional activities should meet your objectives. Which of these options describes one of those objectives?
A. Managing your managers expectations
B. Managing your teams expectations
C. Managing your users expectations
D. Managing your own expectations
正解：C
質問 6：
If you were establishing a Problem Management process in your organization, which of the following would be one of your primary objectives?
A. To eliminate all Problems over time
B. To prevent Incidents developing into Problems
C. To eliminate the occurrence of all user-related Problems
D. To minimise the impact of Incidents that cannot be prevented
正解：B
質問 7：
Which option best describes a purpose of Organisational Change Management?
A. To ensure that processes and procedures are kept constantly in alignment
B. To prevent abuse of the Change Management process by rogue emergency changes
C. To minimise the risk and interruption to users and services
D. To understand the impact of every change to IT services
正解：C
質問 8：
What is the purpose of a Service Desk vision statement?
A. To assist staff in achieving their dream goals in their future careers
B. To ensure that all staff understand the vision and consistently work towards it
C. To help management see where the Service Desk is going strategically
D. To keep the Service Desk in the forefront of user minds
正解：B
質問 9：
When would you typically expect to use position profiling?
A. When working on a project team
B. When planning a technical demonstration
C. When attending a team planning meeting
D. When identifying team development needs
正解：D
What can self-healing tools deliver?
A. Automated attendant
B. Automated escalation
C. Automated recovery
D. Automated logging
正解：C
質問 2：
Which of these options best describes an effective team?
A. Empowered and productive
B. Highly controlled and driven
C. Knowledgeable and experienced
D. Always busy and motivated
正解：A
質問 3：
Which of the following is NOT one of the principal Service Asset and Configuration Management activities?
A. Identifying the key components in the Configuration Plan
B. Identifying and recording Configuration Items at the appropriate level
C. Carrying out asset audits and verifications
D. Identifying and defining relationship and dependencies between Configuration Items
正解：A
質問 4：
You need to get a project and its budget approved by your board, which of these options would be the most appropriate action to take?
A. Build a business-based project plan to present to senior management
B. Organize a conference for board members to discuss the project in detail
C. Ensure that all stakeholders are sent regular operational reports about the project
D. Write a full report on your opinion of the project and those responsible
正解：A
質問 5：
You are in the process of developing a programme of activities to promote the Service Desk. You believe this is a very important aspect of your role and that all promotional activities should meet your objectives. Which of these options describes one of those objectives?
A. Managing your managers expectations
B. Managing your teams expectations
C. Managing your users expectations
D. Managing your own expectations
正解：C
質問 6：
If you were establishing a Problem Management process in your organization, which of the following would be one of your primary objectives?
A. To eliminate all Problems over time
B. To prevent Incidents developing into Problems
C. To eliminate the occurrence of all user-related Problems
D. To minimise the impact of Incidents that cannot be prevented
正解：B
質問 7：
Which option best describes a purpose of Organisational Change Management?
A. To ensure that processes and procedures are kept constantly in alignment
B. To prevent abuse of the Change Management process by rogue emergency changes
C. To minimise the risk and interruption to users and services
D. To understand the impact of every change to IT services
正解：C
質問 8：
What is the purpose of a Service Desk vision statement?
A. To assist staff in achieving their dream goals in their future careers
B. To ensure that all staff understand the vision and consistently work towards it
C. To help management see where the Service Desk is going strategically
D. To keep the Service Desk in the forefront of user minds
正解：B
質問 9：
When would you typically expect to use position profiling?
A. When working on a project team
B. When planning a technical demonstration
C. When attending a team planning meeting
D. When identifying team development needs
正解：D
Nozu -
とても読みやすいSD0-302参考書で丁寧な解説ですね。