SDM v9 practice questions, page 2 of 4, with answer review and explanations.
Question 6
Which of these statements describes two key requirements of a successful Service Desk?
Performance results are publicized when they are positive AND employees are satisfied
It has a technically-skilled manager AND a commitment to IT service management
It has good employee experiences AND a commitment to quality
The desk is outsourced AND there are technically highly-skilled analysts
Question 7
Why does Experience Management emphasis experience ambitions, outcomes, and indicators?
To standardize customer feedback methods
A replacement for service performance management
To create a structured approach to managing experience
To simplify service reporting
Question 8
Which option describes an element of the recruitment process?
Using a home visit to assess character
Performing a skills gap analysis
Using structured and defined interviewing processes
Obtaining budget sign-off
Question 9
Which of these is NOT a benefit of following best practice?
Efficiency is improved
Risks are reduced
Reduction in costs
Governance is improved
Question 10
An SDM introduces flexible scheduling and workload controls. Over time, absence reduces, morale improves, and fewer staff leave.Which benefits of work-life balance are MOST clearly being demonstrated?
Improved health and better retention and team stability