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

（A）Increasing number of service requests.

（B）Reduction in cost per incident.

（C）Reduction in service disruption.

（D）Increasing number of normal changes (RFCs)

（A）Managing the error process.

（B）Proactive management of problems.

（C）Identifying errors to be addressed by Change Management.

（D）Identifying underlying causes of incidents.

（A）As an outstanding motivational speaker.

（B）As being excellent in inspiring people to achieve a new vision.

（C）As an exceptional, innovative and demanding leader.

（D）As an approachable, nice and understanding person.

（A）Benchmarking is determining whether the knowledge base is complete and filling in any gaps.

（B）Benchmarking is a marketing tool that increases the Service Desks visibility to its customers.

（C）Benchmarking is allowing your support staff to determine the method it will use to provide service.

（D）Benchmarking is a comparative study of the Service Desks performance against comparable organisations.

（A）Understanding how business and IT can work together.

（B）Knowing what the business is trying to achieve.

（C）IT services and products are purchased or designed only if they meet critical business requirements.

（D）All services and products are designed with profitability to the business as the key requirement.

（E）Using ITSM practices to underline the necessity of IT to the business it supports.

（A）Documenting processes and procedures allows analysts to display their creative sides.

（B）Documenting processes and procedures provides information for subject matter experts.

（C）Documenting processes and procedures encourages adherence to policies and procedures.

（D）Documenting processes and procedures is a requirement for incident management.

（A）Lower future insurance premiums.

（B）Meeting regulatory requirements.

（C）Improved management of risk and resources.

（D）Effective recovery of business systems.

（A）Schedule a callback to resolve the problem in the morning.

（B）Dispatch a deskside support analyst to address the incident.

（C）Transfer the customer to the software vendor for support.

（D）Talk the customer through the steps to resolve the problem.

（A）If the average speed to Answer is high then the abandon rate is likely to be low.

（B）If the average speed to Answer is high then the abandon rate is likely to be high.

（C）The average speed to Answer has no effect on the abandon rate.

（D）If the average speed to Answer is low then the abandon rate is likely to be high.

（A）Voice mail.

（B）Using open questions.

（C）Telephone conversation.

（D）Chat room.