2022 New QQ0-301 Dumps - Real HDI Exam Questions
Dependable QQ0-301 Exam Dumps to Become HDI Certified
NEW QUESTION 19
What are two quality assurance methods for monitoring analyst productivity?
(Choose 2)
- A. Regular KPI monitoring.
- B. Interactive voice response monitoring.
- C. Random call monitoring.
- D. Video monitoring.
- E. System network monitoring.
Answer: A,C
NEW QUESTION 20
What is the best description of benchmarking in a Service Desk?
(Choose 1)
- A. Benchmarking is allowing your support staff to determine the method it will use to provide service.
- B. Benchmarking is a marketing tool that increases the Service Desks visibility to its customers.
- C. Benchmarking is determining whether the knowledge base is complete and filling in any gaps.
- D. Benchmarking is a comparative study of the Service Desks performance against comparable organisations.
Answer: D
NEW QUESTION 21
What is considered a best practice for providing direction and focus under chaotic circumstances?
(Choose 1)
- A. Assure staff that they will be alright.
- B. Empathise with your team members.
- C. Advise staff that big changes are imminent.
- D. Tell staff absolutely everything you know about the situation.
Answer: B
NEW QUESTION 22
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. Clearly documented IT Service Continuity Management procedures.
- C. Regular IT service continuity testing.
- D. Backup logs of key business data files.
Answer: C
NEW QUESTION 23
Which manager would be most likely to provide metrics on the number of RFCs submitted as a result of problems?
(Choose 1)
- A. The Change manager.
- B. The Problem manager.
- C. The Service Desk manager.
- D. The Release manager.
Answer: B
NEW QUESTION 24
What is the best description of release management?
(Choose 1)
- A. Release management is a process that tracks all of an organisations property and resources using change management.
- B. Release management is the capture and reuse of business and technical information.
- C. Release management is a subset of change management that relates to hardware and software updates, upgrades, or rollouts.
- D. Release management is concerned with tracking and resolving incidents related to new products or product upgrades.
Answer: C
NEW QUESTION 25
What is the key benefit of telephone support?
(Choose 1)
- A. It tells you about the customers emotional state.
- B. It is faster than self-service.
- C. It provides an effective barrier against emotions.
- D. It minimises the need for desk side support.
Answer: A
NEW QUESTION 26
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)
- A. Ask your team leader to monitor their performance closely.
- B. Reward them when they have displayed ongoing improvement for at least three months.
- C. Recognise and reward their improvement promptly.
- D. Compliment their improvement during their annual appraisal.
Answer: C
NEW QUESTION 27
What is the most important factor when developing a workforce schedule?
(Choose 1)
- A. Type of support to be provided.
- B. Projected call volume.
- C. Budget restraints.
- D. Total workstations available.
Answer: B
NEW QUESTION 28
What are three activities to take when developing the IT Service Continuity management process?
(Choose 3)
- A. Perform risk analysis.
- B. Undertake a business impact assessment.
- C. Determine the strategy.
- D. Implement stand-by procedures.
Answer: A,B,C
NEW QUESTION 29
Your team is expected to resolve most incidents and problems themselves without sending deskside personnel to support the customer. However, there are occasions when the team needs to offer deskside support. What is the best reason for using deskside support?
(Choose 1)
- A. Your team is unsure of how to resolve the problem.
- B. Your team should be more visible in the company.
- C. Your team is short-staffed due to training commitments.
- D. Your team cannot resolve the problem using remote support methods.
Answer: D
NEW QUESTION 30
Which of the following best describes error control?
(Choose 1)
- A. Proactive management of problems.
- B. Managing the error process.
- C. Identifying underlying causes of incidents.
- D. Identifying errors to be addressed by Change Management.
Answer: D
NEW QUESTION 31
Which process within the Service Desk focuses on capturing, structuring, and sharing information?
(Choose 1)
- A. Knowledge management.
- B. Change management.
- C. Problem management.
- D. Incident management.
Answer: A
NEW QUESTION 32
You have just downsized your staff by 20 percent. Many members of staff have seen their friends laid-off. Frustration levels are high and support from the remaining staff is in question. What is the best action you can take to provide a positive outlook to your staff?
(Choose 1)
- A. Concentrate on the goals of the organisation.
- B. Give everyone the day off.
- C. Network with your peers to discuss the situation.
- D. Hold a roundtable discussion to allow the staff to vent.
Answer: A
NEW QUESTION 33
Which best describes the order for developing the Service Level Management process?
(Choose 1)
- A. Agree and sign off SLAs and OLAs, then build a service catalogue.
- B. Plan, negotiate, implement, deliver.
- C. Develop KPIs, then OLAs, then related SLAs within line contracts.
- D. Set up SLA reporting, then get customers and IT signed off.
Answer: B
NEW QUESTION 34
What are two key operational metrics for release management activities?
(Choose 2)
- A. The number of CIs added to the CMDB (Configuration Management Database) over a period of time.
- B. The number of new hardware releases requested by customers over a period of time.
- C. The number of incremental software releases over a period of time.
- D. The number of problems recorded in the problem management database that are attributable to releases over a period of time.
Answer: A,D
NEW QUESTION 35
What is a key requirement for effective Risk Management?
(Choose 1)
- A. The identification of the stakeholders required to support the proposed activity.
- B. The identification of risks and reporting on them.
- C. The identification, selection and adoption of counter-measures to identified risks.
- D. The identification and selection of methods by which to undertake risk analysis.
Answer: C
NEW QUESTION 36
You are planning a marketing campaign to raise customer awareness of the Service Desk and the benefits it brings to the business. What three activities would be most effective in doing this?
(Choose 3)
- A. Organise a road show.
- B. Give all customers a stress ball with Service Desk contact details printed on it.
- C. Schedule your staff to floor walk at regular intervals.
- D. Offer a programme of lunch and learn sessions.
- E. Offer customers the opportunity to experience life on the Service Desk.
Answer: A,C,D
NEW QUESTION 37
Which measure would not be attributable to Incident Management?
(Choose 1)
- A. Error control.
- B. SLA performance.
- C. Cost per incident.
- D. First contact resolution on the Service Desk.
Answer: A
NEW QUESTION 38
Which is a principal activity within security management?
(Choose 1)
- A. Development of plans for secure access to configuration items.
- B. Development of skills to control system access.
- C. Re-setting passwords.
- D. Development of security plans to meet SLAs.
Answer: D
NEW QUESTION 39
Which tool allows the Service Desk to view key performance indicators in real time?
(Choose 1)
- A. Computer telephony integration.
- B. Call management software.
- C. E-mail routing servers.
- D. Incident management systems.
Answer: A
NEW QUESTION 40
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 reduce headcount.
- C. To undertake comprehensive research into the workforce management practices of top service organisations.
- D. To undertake and structure organisational change.
Answer: A
NEW QUESTION 41
What is a common type of customer satisfaction survey used by the Service Desk?
(Choose 1)
- A. A selective survey.
- B. An annual or periodic survey.
- C. An email survey scheduled for every Tuesday.
- D. A telephone survey to 25 customers a day.
Answer: B
NEW QUESTION 42
What is a best practice for keeping employees satisfied and productive?
(Choose 1)
- A. Praise individuals in private.
- B. Give employees extra breaks from phone work.
- C. Remove the burden of making decisions from employees.
- D. Treat your staff with respect.
Answer: D
NEW QUESTION 43
What are two important actions to take to remove barriers and gain support for projects?
(Choose 2)
- A. Ensure that all projects comply with the service level agreement.
- B. Ensure all projects have a documented business case.
- C. Verify that other departments / teams support the project and its objectives.
- D. Guarantee that Service Desk resources are available.
- E. Determine your team requirements to support the central objectives.
Answer: B,C
NEW QUESTION 44
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