QQ0-301 Actual Questions Answers PDF 100% Cover Real Exam Questions
QQ0-301 Exam questions and answers
NEW QUESTION 104
What are three key indicators that show that one of your team might be undergoing stress in their life?
(Choose 3)
- A. They have a lot of folders open on their desk and always appear to have too much work to do.
- B. They seem to get into a lot of arguments and are always very cynical.
- C. They are often late for work and get irritable when it is mentioned.
- D. They are supporting a new application that they dont like and are reluctant to talk to the development team about it.
Answer: A,B,C
NEW QUESTION 105
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 Problem manager.
- C. The Service Desk manager.
- D. The Change manager.
Answer: B
NEW QUESTION 106
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 107
Which of the following best demonstrates the success of Service Level Management?
(Choose 1)
- A. Incident management is in place.
- B. Management buy-in is obtained.
- C. Detailed OLAs are agreed and in place.
- D. Internal charging is introduced.
Answer: B
NEW QUESTION 108
Which measure would not be attributable to Incident Management?
(Choose 1)
- A. Cost per incident.
- B. First contact resolution on the Service Desk.
- C. SLA performance.
- D. Error control.
Answer: D
NEW QUESTION 109
Which of the following best describes error control?
(Choose 1)
- A. Identifying underlying causes of incidents.
- B. Identifying errors to be addressed by Change Management.
- C. Managing the error process.
- D. Proactive management of problems.
Answer: B
NEW QUESTION 110
What is one increasingly common Service Desk technology?
(Choose 1)
- A. Network monitoring software.
- B. Desktop system failure software.
- C. Electronic paging boards.
- D. Knowledge management systems.
Answer: D
NEW QUESTION 111
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. They are experiencing personal problems at home.
- B. They have found a new member of the team sitting at their desk.
- C. They cycle to work through heavy traffic.
- D. The Service Desk is on the 3rd Floor and there is no lift.
Answer: A
NEW QUESTION 112
What is a good way of encouraging staff to develop their skills?
(Choose 1)
- A. Send them on interesting courses.
- B. Develop education programmes that reward initiative.
- C. Allow them to choose their own skills development path.
- D. Encourage the HR department to work with your team.
Answer: B
NEW QUESTION 113
What is the most likely advantage of off-site outsourcing?
(Choose 1)
- A. Off-site outsourcing increases capital expenditure and headcount.
- B. Off-site outsourcing reduces capital expenditure and increases headcount.
- C. Off-site outsourcing reduces capital expenditure and headcount.
- D. Off-site outsourcing increases capital expenditure and reduces headcount.
Answer: C
NEW QUESTION 114
What is the most likely benefit of implementing a knowledge management system in a Service Desk?
(Choose 1)
- A. Implementing a knowledge management system supports computer telephony integration.
- B. Implementing a knowledge management system allows customers to troubleshoot all of their own incidents.
- C. Implementing a knowledge management system helps build rapport among teams in the Service Desk.
- D. Implementing a knowledge management system increases the customers dependency on support services.
Answer: C
NEW QUESTION 115
What are three purposes of a customer satisfaction survey?
(Choose 3)
- A. Identify the quality of customer usage of IT Services.
- B. Benchmark customer satisfaction.
- C. Identify new services or products that customers indicate they require.
- D. Find out what customers think of IT services.
- E. Find out if the customers are talking to outsourcing companies.
Answer: B,C,D
NEW QUESTION 116
What is a primary benefit of having security policies in a Service Desk?
(Choose 1)
- A. Security levels are agreed, measured and monitored.
- B. Security policies ensure that customers cannot carry out illegal transactions.
- C. Security policies allow the Service Desk to stay open later.
- D. Security policies limit Internet access for all of the companys employees.
Answer: A
NEW QUESTION 117
What is the difference between incident management and problem management?
(Choose 1)
- A. Problem management prevents customers from calling; incident management handles calls when customers do call.
- B. Problem management finds and eliminates the underlying causes of incidents; incident management resolves incidents as quickly as possible.
- C. Problem management is focused on helping customers; incident management is focused on processes and procedures.
- D. Problem management deals with conflicts within an SLA; incident management is independent of the SLA.
Answer: B
NEW QUESTION 118
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 119
What is the purpose of a vision statement?
(Choose 1)
- A. To develop a strategy for business enhancements.
- B. To stretch peoples capabilities to the maximum.
- C. To inform customers about strategy outcomes and benefits.
- D. To provide a longer term view of what the Service Desk wishes to become.
Answer: D
NEW QUESTION 120
Which is the best example of one-way information gathering?
(Choose 1)
- A. Asking the customer questions on the phone.
- B. Receiving an e-mail from the customer.
- C. Requesting that the customer fill out a questionnaire.
- D. Conducting a face-to face interview with the customer.
Answer: B
NEW QUESTION 121
What metric is not expected from Incident Management?
(Choose 1)
- A. Number of service requests.
- B. Number of RFCs.
- C. SLA performance.
- D. Fix and response times.
Answer: B
NEW QUESTION 122
What are two key objectives of the IT change management process?
(Choose 2)
- A. To ensure changes are processed efficiently.
- B. To ensure the customers are unaware of changes.
- C. To ensure that all changes are processed rapidly.
- D. To ensure that changes are approved on a basis of cost.
- E. To ensure a standard approach to changes is utilised.
Answer: A,E
NEW QUESTION 123
Which two actions will best provide you with the practical means for understanding cultural differences?
(Choose 2)
- A. Undertaking research on successful multinational.
- B. Reading books on outsourcing in other regions.
- C. Studying another language. r> D.Self-healing tools remove the emotion from a support request.
- D. Watching foreign films.
- E. Visiting other countries.
Answer: A,E
NEW QUESTION 124
Why is a code of conduct important in a successful support environment?
(Choose 1)
- A. A code of conduct describes what behaviour is deemed to be ethical.
- B. A code of conduct provides clarity of penalties for all complaints.
- C. A code of conduct ensures the expected behaviour of other staff towards Service Desk personnel.
- D. A code of conduct documents exceptions to the rules.
- E. A code of conduct ensures compliance from all employees.
Answer: A
NEW QUESTION 125
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. SLA measures are never impacted.
- C. IT risk is spread over two or more sites.
- D. The whole IT organisation is aware of the business and service continuity plan.
Answer: D
NEW QUESTION 126
......
VCE4Plus QQ0-301 Exam Practice Test Questions: https://examschief.vce4plus.com/HDI/QQ0-301-valid-vce-dumps.html