HD0-300 無料問題集「HDI Help Desk Manager」

（A）how to project future workloads based on past request arrival patterns

（B）the need to identify required staffing based on projected volume

（C）insourcing and outsourcing procedures

（D）the random nature of call arrival patterns

（A）call other Help Desks

（B）survey customers

（C）call service providers

（D）survey focus groups

（A）The support center is responsible for installing new hardware and software for its customers.

（B）The support center is responsible for ensuring that each release is tested and conducted according to the release policy.

（C）The support center is responsible for technically evaluating all new releases.

（D）The support center is responsible for making sure that customers always have the newest equipment and software.

（A）senior management

（B）middle management

（C）first-line supervisors

（D）team leaders

（A）The primary purpose of problem management is to restore normal service.

（B）The primary purpose of problem management is to eliminate the cause of incidents.

（C）The primary purpose of problem management is to resolve incidents quickly.

（D）The primary purpose of problem management is to reduce the number of incidents.

（A）Problem management is focused on helping customer; 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 fromcalling ;incident management handles calls when customers do call

（D）Problem management deals with conflicts within service level agreement; incident management is independent of the service level agreement.

（A）Reduce the number of calls that the support center takes.

（B）Run the support center like a business.

（C）Dismiss poor performers from their positions.

（D）Avoid measuring performances to save time.

（A）Ensure that expectations for deliverables are clearly understood.

（B）Make progress reports optional for your staff.

（C）Consider the impact to your team before making decisions.

（D）Focus on the technological aspects of the support center.

（A）E-mail

（B）Remote control

（C）Telephony

（D）Self-help

（A）consistent and high-impact feedback to team members

（B）focus groups

（C）interview with key stakeholders, customers, and leaders

（D）round-table meetings with employees