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SD0-302 Exam Questions & Answers

Service Desk Manager Qualification  •  SDI

231 Questions 90 min Updated Sep 2026 99% Pass Rate
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Sample SD0-302 Questions

Practice with real exam-style questions, each with the verified correct answer and explanation.

Q1 MultipleChoice

As sensitive personal and corporate information is frequently lost or stolen, what would be a key

objective of Information Security Management?

Correct Answer: D
Q2 MultipleChoice

If you are outsourcing your support operation, which of these Service Level issues should be

considered?

Correct Answer: A
Q3 MultipleChoice

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?

Correct Answer: C
Q4 MultipleChoice

You are experiencing difficulties with your desktop support team who regularly blame your Service

Desk Analysts fort giving them the correct information. How best should you get them on board?

Correct Answer: C
Q5 MultipleChoice

Which of these options is a step in the resource-scheduling process?

Correct Answer: A

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Frequently Asked Questions

The SD0-302 is the Service Desk Manager Qualification exam offered by SDI (Service Delivery Institute). It is designed to validate knowledge and skills required to effectively manage service desk operations, including team leadership, customer service excellence, and operational management.

Candidates should typically have practical experience in service desk or IT support environments. While there are no strict formal prerequisites, it is recommended that candidates have foundational knowledge of ITIL practices and service desk operations before attempting this certification.

The SD0-302 exam is typically a 90-minute assessment comprising around 60-70 multiple-choice questions. Candidates must demonstrate their understanding of service desk management principles and best practices within this timeframe.

The exam covers key areas including service desk strategy, team management, performance metrics, customer satisfaction, incident and request management, problem-solving techniques, and leadership skills. It also addresses tool implementation, process improvement, and alignment with business objectives.

Candidates typically need to achieve a score of around 70% or higher to pass the SD0-302 exam, though the exact passing threshold may vary. SDI provides detailed scoring reports to help candidates understand their performance across different knowledge domains.
Exam Details
  • Exam CodeSD0-302
  • VendorSDI
  • Total Questions231
  • Duration90 min
  • LanguageEnglish
  • Last UpdatedSep 2, 2026
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