Pass Your HDI QQ0-301 Exam with Correct 198 Questions and Answers
Latest [Feb 17, 2022] 2022 Realistic Verified QQ0-301 Dumps
NEW QUESTION 108
Real-time, virtual and decentralised are all examples of what aspect of support?
(Choose 1)
- A. Warehouse management systems.
- B. Service Desks.
- C. Release management.
- D. Distribution centres.
- E. Change management.
Answer: B
NEW QUESTION 109
Which metric best reflects the knowledge level of the Service Desks staff?
(Choose 1)
- A. Cost per incident.
- B. Average speed to Answer.
- C. Customer satisfaction.
- D. First contact resolution.
Answer: D
NEW QUESTION 110
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.
Answer: C
NEW QUESTION 111
What problem are you most likely to encounter when computer telephony integration is integrated with an incident management system?
(Choose 1)
- A. The call handling process may become slower..
- B. The screen layouts may be unpopular with support staff.
- C. The Service Desk may not be able to take calls from certain customers.
- D. The customer may become confused by the number of options offered.
Answer: A
NEW QUESTION 112
Which would be a characteristic of an effective mentor?
(Choose 1)
- A. A good mentor is able to listen and keep quiet for long periods.
- B. A good mentor is able to get into an individuals psyche.
- C. A good mentor takes time to understand the individuals life goals.
- D. A good mentor able to inspire the individual.
Answer: C
NEW QUESTION 113
Which two are key characteristics of an effective manager?
(Choose 2)
- A. Continually champions the business goals and culture.
- B. Demands extra effort to meet deadlines.
- C. Understands business direction.
- D. Develops effective procedures and implements them.
Answer: C,D
NEW QUESTION 114
You have been asked to market the Service Desk by producing a newsletter. What information in the newsletter is most likely to improve the Service Desks reputation and visibility?
(Choose 1)
- A. Staff biography.
- B. Customer of the month.
- C. A company events calendar.
- D. Performance measurements.
Answer: D
NEW QUESTION 115
What is an objective of a quality assurance programme?
(Choose 1)
- A. To agree with the customer about how IT services should be delivered.
- B. To achieve continuous improvement of the cost effectiveness of IT services.
- C. To align IT and business resource management.
- D. To determine the number of Service Desk staff required.
Answer: B
NEW QUESTION 116
What is the best way that a Service Desk can provide value to the company?
(Choose 1)
- A. A Service Desk can best provide value to the company by overseeing change management.
- B. A Service Desk can best provide value to the company by becoming business centric.
- C. A Service Desk can best provide value to the company by using self-service technology.
- D. A Service Desk can best provide value to the company by implementing incident and problem management processes.
Answer: B
NEW QUESTION 117
What is the best description of release management?
(Choose 1)
- A. Release management is a subset of change management that relates to hardware and software updates, upgrades, or rollouts.
- B. Release management is a process that tracks all of an organisations property and resources using change management.
- C. Release management is concerned with tracking and resolving incidents related to new products or product upgrades.
- D. Release management is the capture and reuse of business and technical information.
Answer: A
NEW QUESTION 118
Which process within the Service Desk focuses on capturing, structuring, and sharing information?
(Choose 1)
- A. Incident management.
- B. Knowledge management.
- C. Problem management.
- D. Change management.
Answer: B
NEW QUESTION 119
What is the best reason for having security policies in a Service Desk?
(Choose 1)
- A. Security policies ensure that security is everyones concern.
- B. Security policies are required by IT management.
- C. Security policies protect the company and customers from unauthorised access.
- D. Security policies safeguard the Service Desks staff from liability.
Answer: C
NEW QUESTION 120
What is the best way that you, as a Service Manager, can anticipate problems, develop contingency plans and sustain progress?
(Choose 1)
- A. Undertake a gap analysis.
- B. Undertake a risk analysis for each phase of an initiative.
- C. Delegate responsibility for each phase of an initiative.
- D. Visualise your next management position.
Answer: B
NEW QUESTION 121
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.
Answer: A
NEW QUESTION 122
What is coaching?
(Choose 1)
- A. Showing staff examples of excellent performance so they can follow the lead.
- B. The process of helping to enable the team to build their strengths based on a co-operative relationship.
- C. Getting better performing staff to work with poorer performers to show them how to do better.
- D. How to structure a dynamic team.
Answer: B
NEW QUESTION 123
What is the most likely benefit of using IT asset management?
(Choose 1)
- A. IT asset management allows you to determine the total cost of ownership for the Service Desk.
- B. IT asset management protects the Service Desks assets in the event of a disaster.
- C. IT asset management minimises the impact that changes have on customers.
- D. IT asset management improves the accuracy of the knowledgebase.
Answer: A
NEW QUESTION 124
What should be the focus for developing a Configuration Management process?
(Choose 1)
- A. Reducing incidents and problems.
- B. Improving risk analysis.
- C. Logging all assets as Configuration items.
- D. Improving financial control of assets.
Answer: B
NEW QUESTION 125
What are three activities undertaken by a service desk manager that demonstrates they are running their team like a business?
(Choose 3)
- A. They define tight timescales for all activities.
- B. They ensure all staff understand the deliverables required.
- C. They understand the effect of the desks actions on the organization.
- D. They recruit predominantly from Universities and Colleges.
- E. They promote a culture of responsibility.
Answer: B,C,E
NEW QUESTION 126
What delivery methods could you use to dynamically speed up first contact resolution and fix time?
(Choose 1)
- A. SLA measurement tools.
- B. Remote support tools.
- C. Customer satisfaction surveys.
- D. IVR and CTI.
Answer: B
NEW QUESTION 127
If you are looking to motivate your Service Desk staff, which of these statements most closely matches how you would want them to perceive you?
(Choose 1)
- A. As being excellent in inspiring people to achieve a new vision.
- B. As an approachable, nice and understanding person.
- C. As an outstanding motivational speaker.
- D. As an exceptional, innovative and demanding leader.
Answer: A
NEW QUESTION 128
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 129
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