[Apr-2022] The Best HDI World wide Certification QQ0-301 Professional Exam Questions [Q85-Q109]

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[Apr-2022] The Best HDI World wide Certification QQ0-301 Professional Exam Questions

Try 100% Updated QQ0-301 Exam Questions [2022]

NO.85 Which is the best example of one-way information gathering?
(Choose 1)

Asking the customer questions on the phone.

Conducting a face-to face interview with the customer.

Receiving an e-mail from the customer.

Requesting that the customer fill out a questionnaire.

NO.86 What is the difference between incident management and problem management?
(Choose 1)

Problem management deals with conflicts within an SLA; incident management is independent of the SLA.

Problem management finds and eliminates the underlying causes of incidents; incident management resolves incidents as quickly as possible.

Problem management is focused on helping customers; incident management is focused on processes and procedures.

Problem management prevents customers from calling; incident management handles calls when customers do call.

NO.87 What is a common type of customer satisfaction survey used by the Service Desk?
(Choose 1)

A telephone survey to 25 customers a day.

An annual or periodic survey.

An email survey scheduled for every Tuesday.

A selective survey.

NO.88 What are three activities undertaken by a service desk manager that demonstrates they are running their team like a business?
(Choose 3)

They ensure all staff understand the deliverables required.

They recruit predominantly from Universities and Colleges.

They promote a culture of responsibility.

They define tight timescales for all activities.

They understand the effect of the desks actions on the organization.

NO.89 What are two key operational metrics for release management activities?
(Choose 2)

The number of new hardware releases requested by customers over a period of time.

The number of incremental software releases over a period of time.

The number of CIs added to the CMDB (Configuration Management Database) over a period of time.

The number of problems recorded in the problem management database that are attributable to releases over a period of time.

NO.90 What is the best description of knowledge management?
(Choose 1)

Knowledge management is a process by which customers send useful solutions to support staff.

Knowledge management is the capture and reuse of business and technical information in an organisation.

Knowledge management is the key component of a service level agreement.

Knowledge management provides information to management about each reported incident.

NO.91 How will a SWOT best assist you in developing your teams performance?
(Choose 1)

A SWOT helps you identify marketing opportunities as it shows the teams strengths.

A SWOT enables you to identify incentives that are attractive to your team.

A SWOT helps you identify areas for growth for your team.

A SWOT provides an opportunity to hold regular meetings with your team.

NO.92 Which is a principal activity within security management?
(Choose 1)

Development of security plans to meet SLAs.

Development of skills to control system access.

Development of plans for secure access to configuration items.

Re-setting passwords.

NO.93 What is a typical operational metric that is an output of Configuration Management?
(Choose 1)

How many CIs identified that are not authorised.

How many CIs each department has.

How many CIs relate to each IT system.

The cost of CIs arranged by department.

NO.94 What is the most important benefit of benchmarking?
(Choose 1)

Benchmarking identifies ways of reducing headcount.

Benchmarking justifies requesting additional money for the budget.

Benchmarking provides the basis for improvement initiatives.

Benchmarking removes the risk of outsourcing.

NO.95 What is one increasingly common Service Desk technology?
(Choose 1)

Network monitoring software.

Electronic paging boards.

Knowledge management systems.

Desktop system failure software.

NO.96 What is the purpose of a vision statement?
(Choose 1)

To develop a strategy for business enhancements.

To inform customers about strategy outcomes and benefits.

To stretch peoples capabilities to the maximum.

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

NO.97 What is a primary objective for using self-service tools in a Service Desk?
(Choose 1)

Self-service tools encourage more customers to call for support.

Self-service tools improve the rapport between customers and analysts.

Self-service tools keep customers dependent on the Service Desk.

Self-service tools provide consistent responses to repetitive requests.

NO.98 What is the primary objective of customer satisfaction surveys?
(Choose 1)

Customer satisfaction surveys determine if the Service Desk is following the SLA.

Customer satisfaction surveys establish a basis for future pay rises.

Customer satisfaction surveys identify what customers feel is important.

Customer satisfaction surveys demonstrate to senior management that the Service Desk is in demand.

NO.99 What is the most likely benefit of implementing a knowledge management system in a Service Desk?
(Choose 1)

Implementing a knowledge management system allows customers to troubleshoot all of their own incidents.

Implementing a knowledge management system helps build rapport among teams in the Service Desk.

Implementing a knowledge management system increases the customers dependency on support services.

Implementing a knowledge management system supports computer telephony integration.

NO.100 Which is the best tool for tracking the number of abandoned calls to the Service Desk?
(Choose 1)

Automatic call distributor.

Call management system.

Incident log.

Knowledgebase.

NO.101 What is a best practice for keeping employees satisfied and productive?
(Choose 1)

Give employees extra breaks from phone work.

Praise individuals in private.

Remove the burden of making decisions from employees.

Treat your staff with respect.

NO.102 What are two key objectives of the IT change management process?
(Choose 2)

To ensure that all changes are processed rapidly.

To ensure that changes are approved on a basis of cost.

To ensure a standard approach to changes is utilised.

To ensure changes are processed efficiently.

To ensure the customers are unaware of changes.

NO.103 What is the most likely advantage of off-site outsourcing?
(Choose 1)

Off-site outsourcing increases capital expenditure and reduces headcount.

Off-site outsourcing increases capital expenditure and headcount.

Off-site outsourcing reduces capital expenditure and headcount.

Off-site outsourcing reduces capital expenditure and increases headcount.

NO.104 What are two reasonable expectations of customers when contacting the Service Desk?
(Choose 2)

Customers should expect a consistent response to their requirements.

Customers should expect service desk staff to be expert in all technology areas.

Customers should expect all incidents to be fixed at first point of contact.

Customers should expect their status in the organisation to be recognized.

Customers should expect the service desk to provide value for the money spent on it.

NO.105 Which of these models could you best use in an IT support environment?
(Choose 1)

Virtual distributed Service Desk.

Distributed contact centre.

Business support desk.

Virtual support desk.

NO.106 What aspect of SLM should you bear in mind in an outsourcing situation?
(Choose 1)

SLAs in an outsourcing situation require less detail.

SLAs in an outsourcing situation should include guaranteed use of named individuals.

SLAs in an outsourcing situation should include guaranteed fix times.

SLAs in an outsourcing situation require greater detail.

NO.107 Which statement best describes IT asset management?
(Choose 1)

IT asset management controls the Service Desks hardware.

IT asset management is a comprehensive IT library.

IT asset management is lifecycle management for IT equipment.

IT asset management restricts the improper use of software.

NO.108 What are two quality assurance methods for monitoring analyst productivity?
(Choose 2)

Random call monitoring.

Interactive voice response monitoring.

System network monitoring.

Regular KPI monitoring.

Video monitoring.

NO.109 One of the weaker members of your team has displayed a small but sustained improvement in performance. What would be the best way to encourage their continued improvement?
(Choose 1)

Reward them when they have displayed ongoing improvement for at least three months.

Compliment their improvement during their annual appraisal.

Recognise and reward their improvement promptly.

Ask your team leader to monitor their performance closely.

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