QQ0-301 無料問題集「HDI Service Desk Manager (SDM)」

（A）A code of conduct provides clarity of penalties for all complaints.

（B）A code of conduct ensures the expected behaviour of other staff towards Service Desk personnel.

（C）A code of conduct describes what behaviour is deemed to be ethical.

（D）A code of conduct ensures compliance from all employees.

（E）A code of conduct documents exceptions to the rules.

（A）It speeds up the process of getting them to a level of acceptable competency.

（B）They have less need to refer to the standard operating procedures.

（C）To be assigned as a buddy is part of your teams KPIs.

（D）It creates a sense of security for the new team member.

（A）Release management is a subset of change management that relates to hardware and software updates, upgrades, or rollouts.

（B）Release management is concerned with tracking and resolving incidents related to new products or product upgrades.

（C）Release management is a process that tracks all of an organisations property and resources using change management.

（D）Release management is the capture and reuse of business and technical information.

（A）To develop a strategy for business enhancements.

（B）To stretch peoples capabilities to the maximum.

（C）To provide a longer term view of what the Service Desk wishes to become.

（D）To inform customers about strategy outcomes and benefits.

（A）Concentrate on the goals of the organisation.

（B）Hold a roundtable discussion to allow the staff to vent.

（C）Network with your peers to discuss the situation.

（D）Give everyone the day off.

（A）Off-site outsourcing reduces capital expenditure and headcount.

（B）Off-site outsourcing reduces capital expenditure and increases headcount.

（C）Off-site outsourcing increases capital expenditure and headcount.

（D）Off-site outsourcing increases capital expenditure and reduces headcount.

（A）Your team cannot resolve the problem using remote support methods.

（B）Your team is short-staffed due to training commitments.

（C）Your team is unsure of how to resolve the problem.

（D）Your team should be more visible in the company.

（A）Provide timeframe estimates for future service improvements.

（B）Identify cost savings or productivity benefits.

（C）Provide alternative suggestions for service desk staffing.

（D）Identify operational quality improvements.

（E）Report findings.

（A）Network monitoring software.

（B）Knowledge management systems.

（C）Desktop system failure software.

（D）Electronic paging boards.

（A）Self-service tools allow for cost-effective service provision.

（B）Self-service tools allow customers greater independence.

（C）Self-service tools allow the Service Desk to be open for fewer hours.

（D）Self-service tools allow the Service Desk to reduce its headcount.

（E）Self-service tools allow customers to access support at any time.