最新的HDI Service Desk Manager (SDM) - QQ0-301免費考試真題

A. Find out where the nearest technology suppliers are based.

B. Discover what the SLA contains.

C. Request a change to their work schedule.

D. Update contact information.

E. Find details of password reset options.

A. The change management process prevents unauthorised changes from being made.

B. The change management process eliminates the damage created by unnecessary changes.

C. The change management process ensures that all changes will be successful.

D. The change management process improves the productivity of customers.

A. Being at work early and finishing late.

B. Planning and following through activities.

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

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

E. Being an effective and engaging speaker.

A. The Service Desk passes all incidents to the problem management team.

B. The Service Desk documents all important customer requests for service.

C. The Service Desk monitors all incidents until they are closed.

D. The Service Desk determines the root cause of all incidents.

A. Get senior management approval for the resource plan.

B. Align resources to projects or activities.

C. Organise frequent motivational sessions with your team.

D. Draw up a monthly rota of shift patterns.

A. Customers should expect a consistent response to their requirements.

B. Customers should expect all incidents to be fixed at first point of contact.

C. Customers should expect their status in the organisation to be recognized.

D. Customers should expect the service desk to provide value for the money spent on it.

E. Customers should expect service desk staff to be expert in all technology areas.

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

B. The call handling process may become slower..

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

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

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. IT risk is spread over two or more sites.

D. SLA measures are never impacted.

A. Give serious consideration to what people will think of you if your ideas do not work.

B. Make a presentation to other teams letting them know what you have done.

C. Discuss with other managers to identify the possible effects of your actions on others.

D. Implement your ideas as soon as you have decided on the best course of action.

A. Error control.

B. First contact resolution on the Service Desk.

C. Cost per incident.

D. SLA performance.

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.

A. A release management process allows managers to maintain control over products.

B. A release management process eradicates single points of failure.

C. A release management process enables resources to be utilised more effectively.

D. A release management process ensures that the products will be well received by everyone.

A. The identification of the stakeholders required to support the proposed activity.

B. The identification of risks and reporting on them.

C. The identification, selection and adoption of counter-measures to identified risks.

D. The identification and selection of methods by which to undertake risk analysis.

A. Building the Configuration Management Database.

B. Designing and coding software.

C. Training and communication.

D. Managing the Definitive Software Library.

E. Tracking Requests for Change.