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

（A）The cost of IT to the business is reduced.

（B）The quality of service is stabilised.

（C）The cost of IT to the business is justified.

（D）The impact of problems on business activity is eliminated.

（E）The proper classification of incidents is consistent.

（A）Metrics are used to assess the number of changes planned.

（B）Metrics are used to provide justification for salary increases.

（C）Metrics are used to determine scheduling needs.

（D）Metrics are used to provide information to management.

（A）Service level management.

（B）Objective management.

（C）Risk management.

（D）Performance management.

（A）Planning and following through activities.

（B）Being an effective and engaging speaker.

（C）Being at work early and finishing late.

（D）Helping the team complete even the most mundane tasks.

（E）The ability to communicate a clear vision and direction.

（A）Mission statement.

（B）ROI description.

（C）Vision statement.

（D）Marketing pamphlets.

（A）First contact resolution on the Service Desk.

（B）Cost per incident.

（C）Error control.

（D）SLA performance.

（A）Random call monitoring.

（B）Video monitoring.

（C）Interactive voice response monitoring.

（D）Regular KPI monitoring.

（E）System network monitoring.

（A）Benchmarking justifies requesting additional money for the budget.

（B）Benchmarking removes the risk of outsourcing.

（C）Benchmarking identifies ways of reducing headcount.

（D）Benchmarking provides the basis for improvement initiatives.

（A）Remote support decreases the number of analysts needed to support customers.

（B）Remote support reduces the overall cost of support.

（C）Remote support removes all responsibility for solving problems from the customer.

（D）Remote support allows the customer to solve problems without contacting an analyst.

（A）A reduction in the number of problems.

（B）An accurate Configuration Management Database (CMDB).

（C）Minimised service disruption.

（D）An increased number of changes.

（A）Develops effective procedures and implements them.

（B）Demands extra effort to meet deadlines.

（C）Continually champions the business goals and culture.

（D）Understands business direction.

（A）How many RFCs have been submitted over a period of time.

（B）How many RFCs have been rejected over a period of time.

（C）How many RFCs have been discussed over a period of time.

（D）How many CAB members attended meetings over a period of time.