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質問 1：
If you regularly induct new staff, which of the following options would you include in the development of a structured induction process?
A. Provide set information for all, with the levels of information and the focus dependent on the role
B. Set up recommended timing schedules for briefings with key staff
C. Set up an induction manual template for each type of potential inductee
D. Set up a totally individual agenda tailored to the background and experience of each inductee
正解：A
質問 2：
Your Service Desk staff use the SKMS (Service Knowledge Management System) extensively. Which of these options best describes a benefit of having the SKMS available to them?
A. It provides new starters with induction training
B. It offers opportunities for cross-training to take place
C. It creates a silo approach for the availability of knowledge
D. It reduces the number of incidents requiring escalation to other teams
正解：D
質問 3：
Which of these options would be a typical feature of an On-going survey?
A. It is executed as soon as possible after a call is closed
B. It is carried out on a six monthly cycle
C. It is conducted with a minimum of 10 questions to be comprehensive
D. It is designed to show longer term trends in customer satisfaction
正解：A
質問 4：
Which of these options is NOT a good reason for holding a team meeting?
A. Disseminating information
B. Discussing an individual's performance
C. Identifying team performance improvement areas
D. Planning purposes
正解：B
質問 5：
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 training
B. A structured approach to recruitment
C. A formal appraisal process
D. A formal employee satisfaction process
正解：A
質問 6：
Which of these options is a best practice to follow when you are taking actions that will affect other departments or teams?
A. Give serious consideration to what people will think of you if your ideas do not work
B. Make a presentation to other teams letting them know what you have done
C. Discuss with other managers to identify the possible effects of your actions on others
D. Implement your ideas as soon as you have decided on the best course of action
正解：C
質問 7：
Which of these options is an appropriate SLM Metric?
A. Reason for failure reports
B. Costs of delivering SLAs
C. Incident Management reports
D. Hierarchical escalations
正解：A
質問 8：
Which of these options best defines mentoring?
A. Person-to-person support
B. Career development from a professional coach
C. Job-related advice and guidance
D. Life and relationship counselling
正解：C
質問 9：
Which option is the best description of Return on Investment (ROI)?
A. It is a method used to determine the percentage of profit to be reinvested
B. It is an assessment of costs and profits
C. It is a method used to calculate the expected lifecycle of a product
D. It is an assessment of costs and benefits
正解：D
If you regularly induct new staff, which of the following options would you include in the development of a structured induction process?
A. Provide set information for all, with the levels of information and the focus dependent on the role
B. Set up recommended timing schedules for briefings with key staff
C. Set up an induction manual template for each type of potential inductee
D. Set up a totally individual agenda tailored to the background and experience of each inductee
正解：A
質問 2：
Your Service Desk staff use the SKMS (Service Knowledge Management System) extensively. Which of these options best describes a benefit of having the SKMS available to them?
A. It provides new starters with induction training
B. It offers opportunities for cross-training to take place
C. It creates a silo approach for the availability of knowledge
D. It reduces the number of incidents requiring escalation to other teams
正解：D
質問 3：
Which of these options would be a typical feature of an On-going survey?
A. It is executed as soon as possible after a call is closed
B. It is carried out on a six monthly cycle
C. It is conducted with a minimum of 10 questions to be comprehensive
D. It is designed to show longer term trends in customer satisfaction
正解：A
質問 4：
Which of these options is NOT a good reason for holding a team meeting?
A. Disseminating information
B. Discussing an individual's performance
C. Identifying team performance improvement areas
D. Planning purposes
正解：B
質問 5：
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 training
B. A structured approach to recruitment
C. A formal appraisal process
D. A formal employee satisfaction process
正解：A
質問 6：
Which of these options is a best practice to follow when you are taking actions that will affect other departments or teams?
A. Give serious consideration to what people will think of you if your ideas do not work
B. Make a presentation to other teams letting them know what you have done
C. Discuss with other managers to identify the possible effects of your actions on others
D. Implement your ideas as soon as you have decided on the best course of action
正解：C
質問 7：
Which of these options is an appropriate SLM Metric?
A. Reason for failure reports
B. Costs of delivering SLAs
C. Incident Management reports
D. Hierarchical escalations
正解：A
質問 8：
Which of these options best defines mentoring?
A. Person-to-person support
B. Career development from a professional coach
C. Job-related advice and guidance
D. Life and relationship counselling
正解：C
質問 9：
Which option is the best description of Return on Investment (ROI)?
A. It is a method used to determine the percentage of profit to be reinvested
B. It is an assessment of costs and profits
C. It is a method used to calculate the expected lifecycle of a product
D. It is an assessment of costs and benefits
正解：D
大西** -
SD0-302試験の内容を問題集一つでカバーし実戦力を養うことのできる問題集です。