최신 QQ0-301 무료덤프 - HDI Service Desk Manager (SDM)

문제1

What is the difference between incident management and problem management?
(Choose 1)

A. Problem management is focused on helping customers; incident management is focused on processes and procedures.

B. Problem management finds and eliminates the underlying causes of incidents; incident management resolves incidents as quickly as possible.

C. Problem management prevents customers from calling; incident management handles calls when customers do call.

D. Problem management deals with conflicts within an SLA; incident management is independent of the SLA.

정답: B

문제2

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. Another internal support team.

B. A customer focus group.

C. A first level support team.

D. Senior management.

정답: A

문제3

Which of these are important benefits of having an effective team?
(Choose 2)

A. A willingness to collaborate with and assist other team members.

B. Improved acceptance of your team by other departments.

C. Improved staff and customer relations.

D. Exemplary time management.

E. Improved task scheduling.

정답: A,C

문제4

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. Return on investment calculations.

C. Budgeting calculations.

D. Stocks and Bonds calculations.

E. Unit costs calculations and analysis.

정답: B,C,E

문제5

Which of these is important for controlling and co-ordinating activities?
(Choose 1)

A. Set task priorities to meet senior management directives.

B. Oversee all day-to-day tasks.

C. Set rigid target deadlines for each tasks activities.

D. Delegate and empower where appropriate.

정답: D

문제6

Customers seem reluctant to engage with SLAs. What two arguments can you use to convince them to become involved?
(Choose 2)

A. IT can always deliver what customers want.

B. SLAs allow customers the opportunity to criticise IT.

C. IT will become more streamlined.

D. SLAs will improve working relationships.

E. IT can prioritise resources to address specific requirements.

정답: D,E

문제7

You have been tasked with conducting a SWOT analysis of the Service Desk.
What is the best description of what you will be required to do? (Choose 1)

A. Identify its strengths, weaknesses, opportunities and threats.

B. Identify its successes, weaknesses, opportunities and threats. nArialZ br

C. Identify its strengths, wants, organisation and threats.

D. Identify its size, wants, outages and tactics.

정답: A

문제8

Which is an effective method for monitoring calls?
(Choose 1)

A. Ask for information about calls from other staff.

B. Record the call.

C. Check the incident logs.

D. Review escalation records.

정답: B

문제9

What is the most important benefit of benchmarking?
(Choose 1)

A. Benchmarking identifies ways of reducing headcount.

B. Benchmarking provides the basis for improvement initiatives.

C. Benchmarking removes the risk of outsourcing.

D. Benchmarking justifies requesting additional money for the budget.

정답: B

문제10

What problem are you most likely to encounter when computer telephony integration is integrated with an incident management system?
(Choose 1)

A. The customer may become confused by the number of options offered.

B. The Service Desk may not be able to take calls from certain customers.

C. The call handling process may become slower..

D. The screen layouts may be unpopular with support staff.

정답: C

최신 QQ0-301 무료덤프 - HDI Service Desk Manager (SDM)

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