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

A. IT asset management minimises the impact that changes have on customers.

B. IT asset management improves the accuracy of the knowledgebase.

C. IT asset management allows you to determine the total cost of ownership for the Service Desk.

D. IT asset management protects the Service Desks assets in the event of a disaster.

A. Self-healing tools allow an analyst to control a customer desktop remotely.

B. Self-healing tools identify when a problem has occurred and automatically corrects it.

C. Self-healing tools remove the emotion from a support request.

D. Self-healing tools immediately dispatch an engineer when a customer makes a request.

A. Delegate key decision-making to create a learning curve for potential supervisors.

B. Develop a skills matrix and training plan.

C. Develop a plan that enables them to move out of the team and into other support teams.

D. Identify other skills they have and find ways in which they can use them.

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

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

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

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

A. Metrics are used to determine scheduling needs.

B. Metrics are used to provide information to management.

C. Metrics are used to provide justification for salary increases.

D. Metrics are used to assess the number of changes planned.

A. Recruit only from the pool of recent college graduates.

B. Let your team interview prospective employees.

C. Focus on the technical skills of prospective employees.

D. Rehire previous employees who already know the job.

A. SLA measurement tools.

B. Remote support tools.

C. Customer satisfaction surveys.

D. IVR and CTI.

A. Planning and following through activities.

B. The ability to communicate a clear vision and direction.

C. Being at work early and finishing late.

D. Helping the team complete even the most mundane tasks.

E. Being an effective and engaging speaker.

A. Determine your team requirements to support the central objectives.

B. Guarantee that Service Desk resources are available.

C. Ensure that all projects comply with the service level agreement.

D. Ensure all projects have a documented business case.

E. Verify that other departments / teams support the project and its objectives.

A. To ensure that changes are approved on a basis of cost.

B. To ensure changes are processed efficiently.

C. To ensure a standard approach to changes is utilised.

D. To ensure that all changes are processed rapidly.

E. To ensure the customers are unaware of changes.