QQ0-301試験無料問題集（198題）「HDI Service Desk Manager (SDM) 認定」

出題：1

What is a key benefit of self-healing tools?
(Choose 1)

A. They facilitate reduction in the cost of technology.

B. They provide the basis for self-service requirements.

C. They allow for better use of IT personnel.

D. They support a greater number of staff at first level.

正解：C 解答を投票する

出題：2

What is the most likely disadvantage of outsourcing?
(Choose 1)

A. Outsourcing can cause you to lose personnel to the outsourcers support team.

B. Outsourcing can cause you to lose your corporate identity.

C. Outsourcing can drastically change the types support services that are offered.

D. Outsourcing can cause you to lose your organisational assets.

正解：B 解答を投票する

出題：3

What is the relationship between the Service Desks average speed to Answer and its abandon rate?
(Choose 1)

A. If the average speed to Answer is low then the abandon rate is likely to be high.

B. If the average speed to Answer is high then the abandon rate is likely to be low.

C. The average speed to Answer has no effect on the abandon rate.

D. If the average speed to Answer is high then the abandon rate is likely to be high.

正解：D 解答を投票する

出題：4

What are two key reasons for undertaking a gap analysis of your current operational practices?
(Choose 2)

A. Identifying the desired state.

B. Suggesting where improvements could be made.

C. Recognising that the current levels of service are better than expected.

D. It is more effective than performing a cost benefit analysis.

正解：A,B 解答を投票する

出題：5

What is a key requirement for successful project management?
(Choose 1)

A. A key requirement for successful project management is to define your role in the project.

B. A key requirement for successful project management is to define co-operative activities.

C. A key requirement for successful project management is to define project objectives.

D. A key requirement for successful project management is to define stand-alone activities.

正解：C 解答を投票する

出題：6

What two actions will help you to establish good relationships with other support teams?
(Choose 2)

A. Develop strategies that allow the Service Desk to be recognised as the leader in all support requirements.

B. Communicate the project, goals and objectives of the Service Desk.

C. Develop plans that allow other teams to be seen as fundamental to successful support activities.

D. Ensure your team understands the roles and responsibilities of other teams.

正解：B,D 解答を投票する

出題：7

You are the Service Desks manager and you have been tasked to develop an operational level agreement. With which group are you most likely to be negotiating this agreement?
(Choose 1)

A. A customer focus group.

B. Another internal support team.

C. A first level support team.

D. Senior management.

正解：B 解答を投票する

出題：8

What are three advantages of using self-service tools in a Service Desk?
(Choose 3)

A. Self-service tools allow for cost-effective service provision.

B. Self-service tools allow customers to access support at any time.

C. Self-service tools allow the Service Desk to be open for fewer hours.

D. Self-service tools allow the Service Desk to reduce its headcount.

E. Self-service tools allow customers greater independence.

正解：A,B,E 解答を投票する

出題：9

A customer calls from within your office complex. They are having trouble configuring the new order management software on their computer. It is 5:50 p.m., and your support desk closes at 6:00 p.m. What is the best method your analysts should use to resolve this problem?
(Choose 1)

A. Dispatch a deskside support analyst to address the incident.

B. Schedule a callback to resolve the problem in the morning.

C. Transfer the customer to the software vendor for support.

D. Talk the customer through the steps to resolve the problem.

正解：D 解答を投票する

出題：10

Identify one of the key planning tasks a manager must carry out.
(Choose 1)

A. Make tactical short-term decisions to meet strategic goals.

B. Produce a detailed task flowchart.

C. Devise a multi-layered plan to meet resourcing needs.

D. Seek main board approval for operational process changes.

正解：A 解答を投票する

QQ0-301試験無料問題集「HDI Service Desk Manager (SDM) 認定」