Ultimate Guide to Prepare Free HDI QQ0-301 Exam Questions & Answer [Q25-Q47]

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Ultimate Guide to Prepare Free HDI QQ0-301 Exam Questions and Answer

Pass HDI QQ0-301 Tests Engine pdf – All Free Dumps

QUESTION 25
If you are looking to motivate your Service Desk staff, which of these statements most closely matches how you would want them to perceive you?
(Choose 1)

As an outstanding motivational speaker.

As an exceptional, innovative and demanding leader.

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

As an approachable, nice and understanding person.

QUESTION 26
Which two statements best describe leadership in a Service Desk?
(Choose 2)

A Service Desk leader defines the tasks required.

A Service Desk leader focuses on process rather than efficiency.

A Service Desk leader leads by example.

A Service Desk leader sides with staff against customers.

QUESTION 27
What is the most likely advantage of outsourcing?
(Choose 1)

Outsourcing eliminates the need for supervisors.

Outsourcing improves staff morale.

Outsourcing provides defined and documented service levels.

Outsourcing transfers responsibility to the outsourcer.

QUESTION 28
What is the best description of release management?
(Choose 1)

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

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

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

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

QUESTION 29
Which best describes the order for developing the Service Level Management process?
(Choose 1)

Agree and sign off SLAs and OLAs, then build a service catalogue.

Set up SLA reporting, then get customers and IT signed off.

Develop KPIs, then OLAs, then related SLAs within line contracts.

Plan, negotiate, implement, deliver.

QUESTION 30
If a member of your team is unable to converse easily with a customer, due to lack of sufficient fluency in their language, which courses of action would be the best to take?
(Choose 2)

Ask the customer to e-mail them later.

Ask the customer if a colleague at their site can help with the conversation.

Ask the customer to find a translation service and call you back.

Ask a colleague on the service desk to take the call instead of you.

QUESTION 31
What are two of the best uses of self-service technology?
(Choose 2)

Self-service technology allows customers to comment on the performance of support staff.

Self-service technology gives customers the ability to solve problems on their own.

Self-service technology helps customers talk to one another about problems.

Self-service technology maintains an inventory of equipment.

Self service technology allows customers to find information on procedures.

QUESTION 32
What is the primary advantage of using remote support?
(Choose 1)

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

Remote support decreases the number of analysts needed to support customers.

Remote support reduces the overall cost of support.

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

QUESTION 33
Why is a code of conduct important in a successful support environment?
(Choose 1)

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

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

A code of conduct ensures compliance from all employees.

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

A code of conduct documents exceptions to the rules.

QUESTION 34
What are two of the best reasons for recording and analysing Service Desk metrics?
(Choose 2)

Metrics are used to assess the number of changes planned.

Metrics are used to determine scheduling needs.

Metrics are used to provide justification for salary increases.

Metrics are used to provide information to management.

QUESTION 35
Which of these are important benefits of having an effective team?
(Choose 2)

Improved staff and customer relations.

Improved task scheduling.

A willingness to collaborate with and assist other team members.

Improved acceptance of your team by other departments.

Exemplary time management.

QUESTION 36
Which factor must be identified for successful service continuity planning?
(Choose 1)

Identify critical applications and their business continuity requirements.

Identify offices that are located near airports or city centres.

Identify senior executives and where they live.

Identify which seasonal factors affect the electrical power supply systems.

QUESTION 37
What is considered to be a type of one-way information gathering?
(Choose 1)

Voice mail.

Telephone conversation.

Chat room.

Using open questions.

QUESTION 38
What is the best criterion to use when deciding the type of support to provide to a customer?
(Choose 1)

Key performance indicators.

The customers authority level.

The incidents impact on the business.

The support resources available.

QUESTION 39
You have recently implemented structured information gathering for some aspects of the support offered by your team. What is the best description of this method of acquiring information?
(Choose 1)

Asking the questions required to enable you to complete a task.

Asking questions in a predefined sequence and format.

Asking the questions that you have been told to ask.

Asking customers to use email when requesting assistance.

QUESTION 40
What is the best description of off-site outsourcing?
(Choose 1)

Off-site outsourcing is a poor substitute for loyal employees.

Off-site outsourcing is the use of a 3rd party to complement the services your team provide.

Off-site outsourcing is the structured downsizing of a Service Desk.

Off-site outsourcing is the use of an external supplier to provide required services for your organisation, using their own facilities.

QUESTION 41
What is the primary advantage of providing deskside support?
(Choose 1)

Providing deskside support allows incidents to be resolved when they cannot be resolved remotely.

Providing deskside support gives the deskside support agent enough work to justify her employment.

Providing deskside support removes the emotional aspect of the incident.

Providing deskside support resolves incidents faster than by handling them on the phone.

QUESTION 42
Identify one of the key planning tasks a manager must carry out.
(Choose 1)

Devise a multi-layered plan to meet resourcing needs.

Make tactical short-term decisions to meet strategic goals.

Seek main board approval for operational process changes.

Produce a detailed task flowchart.

QUESTION 43
What is the most important benefit of IT configuration management?
(Choose 1)

IT configuration management facilitates the Service Desks task of re-allocation and reuse of equipment and licenses.

IT configuration management enables the Service Desk to purchase more IT equipment.

IT configuration management means that the Service Desk is more likely gain certification status.

IT configuration management sets the Service Desk apart from other departments.

QUESTION 44
What is the primary benefit of implementing a release management process?
(Choose 1)

A release management process allows managers to maintain control over products.

A release management process enables resources to be utilised more effectively.

A release management process ensures that the products will be well received by everyone.

A release management process eradicates single points of failure.

QUESTION 45
Which is a key first step in preparing to coach a member of your team?
(Choose 1)

Assess their abilities, competencies and commitment level.

Identify a quiet environment to carry out the coaching.

Ask other team members to highlight the individuals weaknesses.

Research the individuals career history.

QUESTION 46
What is one of the main benefits of implementing a problem management process?
(Choose 1)

A problem management process increases first contact resolutions.

A problem management process eliminates the need for a knowledgebase.

A problem management process clarifies the required technical expertise for problem elimination.

A problem management process minimises the impact of changes.

QUESTION 47
What three steps should be included when calculating Return On Investment?
(Choose 3)

Identify cost savings or productivity benefits.

Identify operational quality improvements.

Provide timeframe estimates for future service improvements.

Provide alternative suggestions for service desk staffing.

Report findings.

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