最新のHDI QQ0-301試験問題解答がズラリ
QQ0-301試験練習テスト問題（更新された198問あります)
質問 42
Identify one of the primary tasks in organising your resources.
(Choose 1)
- A. Align resources to projects or activities.
- B. Draw up a monthly rota of shift patterns.
- C. Organise frequent motivational sessions with your team.
- D. Get senior management approval for the resource plan.
正解: A
質問 43
What is a primary benefit of having security policies in a Service Desk?
(Choose 1)
- A. Security levels are agreed, measured and monitored.
- B. Security policies ensure that customers cannot carry out illegal transactions.
- C. Security policies allow the Service Desk to stay open later.
- D. Security policies limit Internet access for all of the companys employees.
正解: A
質問 44
You manage an internal Service Desk and are about to roll out a major project.
Call volume is expected to increase as a result and you are looking for outside help from another organisation.
You require the organisations staff to work on your site. What best describes the solution you are considering? (Choose 1)
- A. Insourcing.
- B. Off-site outsourcing.
- C. Recruiting. rialZ br
- D. On-site outsourcing.
正解: D
質問 45
Which is the best tool for tracking the number of abandoned calls to the Service Desk?
(Choose 1)
- A. Knowledgebase.
- B. Call management system.
- C. Incident log.
- D. Automatic call distributor.
正解: D
質問 46
What is the most important benefit of benchmarking?
(Choose 1)
- A. Benchmarking identifies ways of reducing headcount.
- B. Benchmarking justifies requesting additional money for the budget.
- C. Benchmarking provides the basis for improvement initiatives.
- D. Benchmarking removes the risk of outsourcing.
正解: C
質問 47
If your team is performing effectively, which three of these characteristics should they display?
(Choose 3)
- A. A clear sense of fun and community.
- B. Involvement in decisions.
- C. A clear sense of dedication and purpose.
- D. A wide range of emotions.
- E. A broad mix of skills.
- F. High morale and motivation.
正解: B,C,F
質問 48
Which two of the following are key components of a marketing programme?
(Choose 2)
- A. Defining the message and communicating to the relevant audience.
- B. Identifying the key customers.
- C. Targeting messages to all IT.
- D. Planning and scheduling ongoing communication.
- E. Communication to all stakeholders in a similar manner.
正解: A,D
質問 49
What are two critical success factors for Problem management?
(Choose 2)
- A. The impact of problems on business activity is eliminated.
- B. The proper classification of incidents is consistent.
- C. The cost of IT to the business is reduced.
- D. The cost of IT to the business is justified.
- E. The quality of service is stabilised.
正解: B,C
質問 50
Which of these considerations is the most important for you to take into account when benchmarking?
(Choose 1)
- A. The costing methodology used in the benchmark partners SLAs.
- B. The different corporate cultures.
- C. The different goals and objectives of each organisation.
- D. The number of items in each organisations Configuration Management Database.
正解: C
質問 51
Which metric would management expect to see and use from configuration management?
(Choose 1)
- A. Number of incidents logged against CIs.
- B. Number of unauthorised CIs.
- C. Number of CIs against SLAs.
- D. Total number of CIs.
正解: B
質問 52
What is the most important reason for documenting processes and procedures?
(Choose 1)
- A. Documenting processes and procedures allows analysts to display their creative sides.
- B. Documenting processes and procedures is a requirement for incident management.
- C. Documenting processes and procedures encourages adherence to policies and procedures.
- D. Documenting processes and procedures provides information for subject matter experts.
正解: C
質問 53
What type of survey is the most appropriate to use in order to understand customer satisfaction levels after a software update?
(Choose 1)
- A. An ongoing survey.
- B. An e-mail survey.
- C. A one-off survey.
- D. A periodic survey.
正解: C
質問 54
Which statement best describes IT asset management?
(Choose 1)
- A. IT asset management is a comprehensive IT library.
- B. IT asset management restricts the improper use of software.
- C. IT asset management controls the Service Desks hardware.
- D. IT asset management is lifecycle management for IT equipment.
正解: D
質問 55
What is the formula for calculating return on investment?
(Choose 1)
- A. ((Value - Cost) / Cost) * 100
- B. (Cost - Value) / Value *100
- C. Cost / Value *100
- D. Value / Cost *100
正解: A
質問 56
What is the primary objective of workforce management?
(Choose 1)
- A. To reduce headcount.
- B. To identify the resourcing requirements needed to meet demand and achieve goals.
- C. To undertake comprehensive research into the workforce management practices of top service organisations.
- D. To undertake and structure organisational change.
正解: B
質問 57
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. Seek main board approval for operational process changes.
- D. Devise a multi-layered plan to meet resourcing needs.
正解: A
質問 58
What is a key principle of negotiation with customers?
(Choose 1)
- A. Determine the customers underlying business need.
- B. Stick to the facts and ignore the customers emotions.
- C. Seek a solution that aligns with Support Centre policies and processes.
- D. Focus on the individual rather than on the resolution.
正解: A
質問 59
The success of SLAs can be evaluated by which measure?
(Choose 1)
- A. Increase in customer satisfaction.
- B. Reduction in Service Desk headcount.
- C. Increased incidents logged.
- D. Improved quality of the Configuration Management Database (CMDB).
正解: A
質問 60
What is the best explanation of strategic planning?
(Choose 1)
- A. A long-term vision of what an organisation needs to achieve in order to meet its objectives.
- B. Development of corporate strategies for promotion of services.
- C. The detailed plan for achieving the objectives set by the strategic plan.
- D. Medium-term projects that are necessary to enable realisation of the long term projects.
正解: A
質問 61
What is the purpose of a vision statement?
(Choose 1)
- A. To develop a strategy for business enhancements.
- B. To stretch peoples capabilities to the maximum.
- C. To inform customers about strategy outcomes and benefits.
- D. To provide a longer term view of what the Service Desk wishes to become.
正解: D
質問 62
Which statement best describes a service level agreement?
(Choose 1)
- A. The SLA is a document that sets expectations for customers and the Service Desk.
- B. The SLA is an agreement to manage changes to services that may be required.
- C. The SLA is an agreement with other internal support groups.
- D. The SLA is a document created by Service Desk management.
正解: A
質問 63
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