Pass Your HDI World wide Certification QQ0-301 Exam Easily with Accurate PDF Questions [Nov 21, 2022]
QQ0-301 Certification Exam Dumps Questions in here
NEW QUESTION 30
What is a best practice for recruiting the best possible staff?
(Choose 1)
- A. Let your team interview prospective employees.
- B. Rehire previous employees who already know the job.
- C. Focus on the technical skills of prospective employees.
- D. Recruit only from the pool of recent college graduates.
Answer: A
NEW QUESTION 31
You have a member of your team who is well liked by customers and staff alike, and you receive many compliments about him. What is the most likely reason for this?
(Choose 1)
- A. He is a flirt with an attractive smile.
- B. He is a technical genius.
- C. He is a sympathetic person.
- D. He is an empathic person.
Answer: D
NEW QUESTION 32
Which metric should you use to evaluate the success of Change Management?
(Choose 1)
- A. Reduction in service disruption.
- B. Increasing number of normal changes (RFCs)
- C. Increasing number of service requests.
- D. Reduction in cost per incident.
Answer: A
NEW QUESTION 33
What aspect of SLM should you bear in mind in an outsourcing situation?
(Choose 1)
- A. SLAs in an outsourcing situation should include guaranteed fix times.
- B. SLAs in an outsourcing situation require greater detail.
- C. SLAs in an outsourcing situation should include guaranteed use of named individuals.
- D. SLAs in an outsourcing situation require less detail.
Answer: B
NEW QUESTION 34
You have recently implemented structured information gathering for some aspects of the support offered by your team. What is the best description of this method of acquiring information?
(Choose 1)
- A. Asking the questions that you have been told to ask.
- B. Asking questions in a predefined sequence and format.
- C. Asking the questions required to enable you to complete a task.
- D. Asking customers to use email when requesting assistance.
Answer: B
NEW QUESTION 35
One of your team members has just returned to the desk after another period of being off work due to illness. They appear irritable and untalkative. What do you think is the most likely reason for this?
(Choose 1)
- A. The Service Desk is on the 3rd Floor and there is no lift.
- B. They are experiencing personal problems at home.
- C. They have found a new member of the team sitting at their desk.
- D. They cycle to work through heavy traffic.
Answer: B
NEW QUESTION 36
What is considered to be a type of one-way information gathering?
(Choose 1)
- A. Voice mail.
- B. Telephone conversation.
- C. Using open questions.
- D. Chat room.
Answer: A
NEW QUESTION 37
As a manager, how can you best adapt yourself to new and changing demands to maintain and enhance your personal development?
(Choose 1)
- A. Practice formal time management.
- B. Control your own working time and environment.
- C. Take on projects that are outside your comfort zone.
- D. Stick to your strengths and positive attributes.
Answer: C
NEW QUESTION 38
What is the best explanation of strategic planning?
(Choose 1)
- A. The detailed plan for achieving the objectives set by the strategic plan.
- B. Development of corporate strategies for promotion of services.
- C. A long-term vision of what an organisation needs to achieve in order to meet its objectives.
- D. Medium-term projects that are necessary to enable realisation of the long term projects.
Answer: C
NEW QUESTION 39
Which three are required activities for a service desk manager when undertaking the financial management of the Service Desk?
(Choose 3)
- A. Staffing policies and procedures.
- B. Unit costs calculations and analysis.
- C. Return on investment calculations.
- D. Budgeting calculations.
- E. Stocks and Bonds calculations.
Answer: B,C,D
NEW QUESTION 40
What is the primary benefit of monitoring incidents in the Service Desk?
(Choose 1)
- A. Monitoring incidents allows you to address situations proactively.
- B. Monitoring incidents keeps problems to a minimum.
- C. Monitoring incidents allows you to react quickly to unforeseen situations.
- D. Monitoring incidents keeps track of important customers.
Answer: A
NEW QUESTION 41
Real-time, virtual and decentralised are all examples of what aspect of support?
(Choose 1)
- A. Warehouse management systems.
- B. Distribution centres.
- C. Change management.
- D. Release management.
- E. Service Desks.
Answer: E
NEW QUESTION 42
Which one is a critical success factor for IT Service Continuity Management?
(Choose 1)
- A. The CIO has up to date information all the time.
- B. The whole IT organisation is aware of the business and service continuity plan.
- C. SLA measures are never impacted.
- D. IT risk is spread over two or more sites.
Answer: B
NEW QUESTION 43
Which statement best describes two basic components of problem management?
(Choose 1)
- A. Knowledge control and time control.
- B. Error control and problem control.
- C. Change control and incident control.
- D. Document control and service control.
Answer: B
NEW QUESTION 44
Which best describes the order for developing the Service Level Management process?
(Choose 1)
- A. Agree and sign off SLAs and OLAs, then build a service catalogue.
- B. Set up SLA reporting, then get customers and IT signed off.
- C. Plan, negotiate, implement, deliver.
- D. Develop KPIs, then OLAs, then related SLAs within line contracts.
Answer: C
NEW QUESTION 45
Which is the best reason for support analysts to follow standard operating procedures?
(Choose 1)
- A. Following standard operating procedures enables faster, more efficient service.
- B. Following standard operating procedures increases employee satisfaction.
- C. Following standard operating procedures allows metrics to be captured.
- D. Following standard operating procedures minimises performance problems.
Answer: A
NEW QUESTION 46
Which manager would be most likely to provide metrics on the number of RFCs submitted as a result of problems?
(Choose 1)
- A. The Release manager.
- B. The Change manager.
- C. The Service Desk manager.
- D. The Problem manager.
Answer: D
NEW QUESTION 47
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