[2022年01月] 最新のQQ0-301試験問題集には合格保証が付きます
信頼できるHDI World wide Certification QQ0-301問題集PDFで2022年01月17日に更新された問題
質問 98
What is the greatest benefit of implementing an IT change management process?
(Choose 1)
- A. The change management process improves the productivity of customers.
- B. The change management process ensures that all changes will be successful.
- C. The change management process prevents unauthorised changes from being made.
- D. The change management process eliminates the damage created by unnecessary changes.
正解: C
質問 99
What is one increasingly common Service Desk technology?
(Choose 1)
- A. Knowledge management systems.
- B. Electronic paging boards.
- C. Desktop system failure software.
- D. Network monitoring software.
正解: A
質問 100
What is the primary goal of problem management?
(Choose 1)
- A. The primary goal of problem management is to restore normal service.
- B. The primary goal of problem management is to resolve incidents quickly.
- C. The primary goal of problem management is to reduce the number of incidents.
- D. The primary goal of problem management is to eliminate the cause of incidents.
正解: D
質問 101
What are two of the best reasons for recording and analysing Service Desk metrics?
(Choose 2)
- 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 provide information to management.
- D. Metrics are used to determine scheduling needs.
正解: C,D
質問 102
What is a common type of customer satisfaction survey used by the Service Desk?
(Choose 1)
- A. A selective survey.
- B. A telephone survey to 25 customers a day.
- C. An annual or periodic survey.
- D. An email survey scheduled for every Tuesday.
正解: C
質問 103
What is an objective of a quality assurance programme?
(Choose 1)
- A. To determine the number of Service Desk staff required.
- B. To achieve continuous improvement of the cost effectiveness of IT services.
- C. To agree with the customer about how IT services should be delivered.
- D. To align IT and business resource management.
正解: B
質問 104
What is a best practice for keeping employees satisfied and productive?
(Choose 1)
- A. Remove the burden of making decisions from employees.
- B. Praise individuals in private.
- C. Give employees extra breaks from phone work.
- D. Treat your staff with respect.
正解: D
質問 105
What are two standard operational metrics for Change management?
(Choose 2)
- A. How many RFCs have been submitted over a period of time.
- B. How many CAB members attended meetings over a period of time.
- C. How many RFCs have been rejected over a period of time.
- D. How many RFCs have been discussed over a period of time.
正解: A,C
質問 106
What is a best practice to follow when you are taking actions that will affect other departments or teams?
(Choose 1)
- A. Implement your ideas as soon as you have decided on the best course of action.
- B. Give serious consideration to what people will think of you if your ideas do not work.
- C. Discuss with other managers to identify the possible effects of your actions on others.
- D. Make a presentation to other teams letting them know what you have done.
正解: C
質問 107
What is an essential requirement for effective workforce scheduling?
(Choose 1)
- A. Adjusting expectations as needed.
- B. Gaining support for your plans from the Company Accountant.
- C. Ensuring that all shifts are staffed equally.
- D. Working out precise details for IT continuity situations.
正解: A
質問 108
What is considered a best practice for providing direction and focus under chaotic circumstances?
(Choose 1)
- A. Tell staff absolutely everything you know about the situation.
- B. Assure staff that they will be alright.
- C. Empathise with your team members.
- D. Advise staff that big changes are imminent.
正解: C
質問 109
Which two of these are not core activities of IT Service Continuity Management?
(Choose 2)
- A. Finding the correct offsite backup storage location.
- B. Updating ongoing operational procedures.
- C. Implementing standby arrangements.
- D. Appointment and training of fire marshals.
- E. Business Impact Assessment.
正解: A,D
質問 110
Which three are required activities for a service desk manager when undertaking the financial management of the Service Desk?
(Choose 3)
- A. Stocks and Bonds calculations.
- B. Unit costs calculations and analysis.
- C. Budgeting calculations.
- D. Staffing policies and procedures.
- E. Return on investment calculations.
正解: B,C,E
質問 111
What are two best practices for retaining valuable members of your team?
(Choose 2)
- A. Let members of your team figure out the job for themselves.
- B. Pay better than the industry average for the position.
- C. Avoid criticising the members of your team and praise regularly.
- D. Provide your employees with a clear career path.
正解: B,D
質問 112
Which is a key first step in preparing to coach a member of your team?
(Choose 1)
- A. Ask other team members to highlight the individuals weaknesses.
- B. Assess their abilities, competencies and commitment level.
- C. Research the individuals career history.
- D. Identify a quiet environment to carry out the coaching.
正解: B
質問 113
What are three critical success factors for Incident management?
(Choose 3)
- A. Consistency in service quality.
- B. The cost of the new call management system is proven.
- C. All incident logs contain greater detail.
- D. Service level requirements are known and understood.
- E. Processes are adhered to.
正解: A,D,E
質問 114
Which two activities are part of the release management process?
(Choose 2)
- A. Managing the Definitive Software Library.
- B. Designing and coding software.
- C. Training and communication.
- D. Building the Configuration Management Database.
- E. Tracking Requests for Change.
正解: A,C
質問 115
What is the primary benefit of monitoring incidents in the Service Desk?
(Choose 1)
- A. Monitoring incidents allows you to address situations proactively.
- B. Monitoring incidents allows you to react quickly to unforeseen situations.
- C. Monitoring incidents keeps track of important customers.
- D. Monitoring incidents keeps problems to a minimum.
正解: A
質問 116
Which of the following best demonstrates the success of Service Level Management?
(Choose 1)
- A. Internal charging is introduced.
- B. Management buy-in is obtained.
- C. Detailed OLAs are agreed and in place.
- D. Incident management is in place.
正解: B
質問 117
Why would you carry out an annual customer satisfaction survey?
(Choose 1)
- A. In order to boost the Service Desks image and morale.
- B. To identify customers who need better IT education.
- C. To show the percentage of customers using the latest system releases.
- D. To establish customer perception of the Service Desk over the period.
正解: D
質問 118
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