2022年最新のHDI QQ0-301試験問題には198問があります
無料で使えるQQ0-301別格な問題集をダウンロード2022年03月27日に更新された198問があります
質問 113
When recruiting new members for your team, what are two of the actions you should undertake to ensure that your recruitment strategy is effective?
(Choose 2)
- A. Perform a gap analysis of your team.
- B. Make sure job descriptions are accurate.
- C. Offer a low starting salary but describe a possible career path.
- D. Recruit staff who are younger than you.
- E. Ensure the age and gender balance is equal.
正解: A,B
質問 114
Which statement best describes two basic components of problem management?
(Choose 1)
- A. Knowledge control and time control.
- B. Error control and problem control.
- C. Change control and incident control.
- D. Document control and service control.
正解: B
質問 115
Which of these is a method for monitoring incidents?
(Choose 1)
- A. Listening to customer/analyst calls.
- B. Regularly checking on the incident management knowledgebase.
- C. Carrying out regular customer follow-ups and satisfaction surveys.
- D. Reviewing the incident log daily by type of incident.
正解: C
質問 116
Which is considered to be a business best practice quality model?
(Choose 1)
- A. COBIT.
- B. Six Sigma.
- C. HDI certification.
- D. CMM.
正解: B
質問 117
What is the best description of knowledge management?
(Choose 1)
- A. Knowledge management is the capture and reuse of business and technical information in an organisation.
- B. Knowledge management provides information to management about each reported incident.
- C. Knowledge management is a process by which customers send useful solutions to support staff.
- D. Knowledge management is the key component of a service level agreement.
正解: A
質問 118
What are three activities undertaken by a service desk manager that demonstrates they are running their team like a business?
(Choose 3)
- A. They promote a culture of responsibility.
- B. They define tight timescales for all activities.
- C. They understand the effect of the desks actions on the organization.
- D. They recruit predominantly from Universities and Colleges.
- E. They ensure all staff understand the deliverables required.
正解: A,C,E
質問 119
What is an essential key performance indicator to ensure that IT Service Continuity Management is kept up to date?
(Choose 1)
- A. Regular inspection of the third party contractor process.
- B. Regular IT service continuity testing.
- C. Backup logs of key business data files.
- D. Clearly documented IT Service Continuity Management procedures.
正解: B
質問 120
What is considered a best practice for providing direction and focus under chaotic circumstances?
(Choose 1)
- A. Empathise with your team members.
- B. Tell staff absolutely everything you know about the situation.
- C. Assure staff that they will be alright.
- D. Advise staff that big changes are imminent.
正解: A
質問 121
What is the primary objective of workforce management?
(Choose 1)
- A. To identify the resourcing requirements needed to meet demand and achieve goals.
- B. To undertake comprehensive research into the workforce management practices of top service organisations.
- C. To undertake and structure organisational change.
- D. To reduce headcount.
正解: A
質問 122
What are two quality assurance methods for monitoring analyst productivity?
(Choose 2)
- A. Regular KPI monitoring.
- B. Video monitoring.
- C. Interactive voice response monitoring.
- D. Random call monitoring.
- E. System network monitoring.
正解: A,D
質問 123
What is the best description of remote control support?
(Choose 1)
- A. Remote control allows the analysts supervisor to take control of a call from a remote location.
- B. Remote control allows the customer to control which analyst will provide support from a remote location.
- C. Remote control support allows the analyst to take control of the customers system from a remote location.
- D. Remote control support allows the analyst to control which applications a customer can use from a remote location.
正解: C
質問 124
Identify one of the primary tasks in organising your resources.
(Choose 1)
- A. Organise frequent motivational sessions with your team.
- B. Get senior management approval for the resource plan.
- C. Draw up a monthly rota of shift patterns.
- D. Align resources to projects or activities.
正解: D
質問 125
What is the best explanation of strategic planning?
(Choose 1)
- A. A long-term vision of what an organisation needs to achieve in order to meet its objectives.
- B. Development of corporate strategies for promotion of services.
- C. Medium-term projects that are necessary to enable realisation of the long term projects.
- D. The detailed plan for achieving the objectives set by the strategic plan.
正解: A
質問 126
What are two reasonable expectations of customers when contacting the Service Desk?
(Choose 2)
- A. Customers should expect all incidents to be fixed at first point of contact.
- B. Customers should expect their status in the organisation to be recognized.
- C. Customers should expect service desk staff to be expert in all technology areas.
- D. Customers should expect a consistent response to their requirements.
- E. Customers should expect the service desk to provide value for the money spent on it.
正解: D,E
質問 127
What is a typical feature of an IT Service Management system or tool?
(Choose 1)
- A. Forms the core process element for incident management.
- B. Is able to analyse and smooth resource peaks and troughs.
- C. Ability to record, track and manage incidents, problems and changes.
- D. Helps customers fix problems more quickly.
正解: C
質問 128
What metric is not expected from Incident Management?
(Choose 1)
- A. SLA performance.
- B. Number of RFCs.
- C. Number of service requests.
- D. Fix and response times.
正解: B
質問 129
You have worked hard to develop good working relationships with your team members. What are the two best actions you can take to maintain this situation?
(Choose 2)
- A. Develop a plan that enables them to move out of the team and into other support teams.
- B. Develop a skills matrix and training plan.
- C. Delegate key decision-making to create a learning curve for potential supervisors.
- D. Identify other skills they have and find ways in which they can use them.
正解: B,D
質問 130
Which two are key characteristics of an effective manager?
(Choose 2)
- A. Develops effective procedures and implements them.
- B. Understands business direction.
- C. Demands extra effort to meet deadlines.
- D. Continually champions the business goals and culture.
正解: A,B
質問 131
What are three critical success factors for Incident management?
(Choose 3)
- A. All incident logs contain greater detail.
- B. The cost of the new call management system is proven.
- C. Processes are adhered to.
- D. Service level requirements are known and understood.
- E. Consistency in service quality.
正解: C,D,E
質問 132
What is the purpose of a vision statement?
(Choose 1)
- A. To stretch peoples capabilities to the maximum.
- B. To provide a longer term view of what the Service Desk wishes to become.
- C. To develop a strategy for business enhancements.
- D. To inform customers about strategy outcomes and benefits.
正解: B
質問 133
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