HDI QQ0-301 Premium Exam Engine pdf – Download Free Updated 198 Questions [Q91-Q110]

4.2/5 - (4 votes)

HDI QQ0-301 Premium Exam Engine pdf – Download Free Updated 198 Questions

Verified QQ0-301 Bundle Real Exam Dumps PDF

NEW QUESTION 91
How would you measure the success of Problem Management?
(Choose 2)

A reduced number of incidents at the Service Desk.

Reduced cost per call.

A reduced number of changes.

A reduction in the time taken to resolve known errors.

NEW QUESTION 92
What is the best description of self-healing tools?
(Choose 1)

Self-healing tools allow an analyst to control a customer desktop remotely.

Self-healing tools immediately dispatch an engineer when a customer makes a request.

Self-healing tools identify when a problem has occurred and automatically corrects it.

Self-healing tools remove the emotion from a support request.

NEW QUESTION 93
Is it correct to say that in reality the Configuration Management Database must be accurate and up to date?
(Choose 1)

Sometimes.

Always, where possible.

Always, without exception.

Only if the CIs are comprehensive.

NEW QUESTION 94
What is a key principle of negotiation with customers?
(Choose 1)

Determine the customers underlying business need.

Focus on the individual rather than on the resolution.

Seek a solution that aligns with Support Centre policies and processes.

Stick to the facts and ignore the customers emotions.

NEW QUESTION 95
You are giving a presentation to other support teams that explains why your service desk is implementing a Customer Satisfaction Survey programme. What two techniques should you use to ensure that your audience is engaged with what you are telling them?
(Choose 2)

Tell them that they will not be involved – directly or indirectly.

Provide tea and biscuits for them.

Ask them some open questions.

Describe a possible scenario for the situation three months after the survey.

NEW QUESTION 96
What is the formula for calculating return on investment?
(Choose 1)

Cost / Value *100

(Cost – Value) / Value *100

Value / Cost *100

((Value – Cost) / Cost) * 100

NEW QUESTION 97
What two actions will help you to establish good relationships with other support teams?
(Choose 2)

Develop strategies that allow the Service Desk to be recognised as the leader in all support requirements.

Ensure your team understands the roles and responsibilities of other teams.

Develop plans that allow other teams to be seen as fundamental to successful support activities.

Communicate the project, goals and objectives of the Service Desk.

NEW QUESTION 98
What is an essential key performance indicator to ensure that IT Service Continuity Management is kept up to date?
(Choose 1)

Clearly documented IT Service Continuity Management procedures.

Regular inspection of the third party contractor process.

Backup logs of key business data files.

Regular IT service continuity testing.

NEW QUESTION 99
Your team is working hard, and the atmosphere is busy but friendly. What three key actions have you taken to create this situation?
(Choose 3)

Offered your team involvement in decisions that affect them.

Provided daily donuts and fruit juice for all the team.

Provided opportunities for development.

Offered low basic salaries with high performance related pay possibilities.

Developed a scheme that rewards star performers.

Explained the teams goals and objectives.

NEW QUESTION 100
Which is a method for assessing team development needs?
(Choose 1)

Benchmarking.

Call monitoring.

Knowledge management.

Skills gap analysis.

NEW QUESTION 101
What is a typical feature of an IT Service Management system or tool?
(Choose 1)

Ability to record, track and manage incidents, problems and changes.

Helps customers fix problems more quickly.

Forms the core process element for incident management.

Is able to analyse and smooth resource peaks and troughs.

NEW QUESTION 102
What are three purposes of a customer satisfaction survey?
(Choose 3)

Find out what customers think of IT services.

Find out if the customers are talking to outsourcing companies.

Identify new services or products that customers indicate they require.

Identify the quality of customer usage of IT Services.

Benchmark customer satisfaction.

NEW QUESTION 103
What is the best reason for using instant messaging in a support environment?
(Choose 1)

Use instant messaging if the analyst has poor phone skills.

Use instant messaging if the SLA prohibits deskside support.

Use instant messaging to provide fast and easy access to internal experts.

Use instant messaging when the phone lines are all busy.

NEW QUESTION 104
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.

NEW QUESTION 105
Which would be a characteristic of an effective mentor?
(Choose 1)

A good mentor is able to get into an individuals psyche.

A good mentor is able to listen and keep quiet for long periods.

A good mentor able to inspire the individual.

A good mentor takes time to understand the individuals life goals.

NEW QUESTION 106
Identify one of the primary tasks in organising your resources.
(Choose 1)

Align resources to projects or activities.

Draw up a monthly rota of shift patterns.

Organise frequent motivational sessions with your team.

Get senior management approval for the resource plan.

NEW QUESTION 107
You have been asked to create a knowledgebase by your IT service director. What three activities should you undertake to enable a satisfactory outcome to this task?
(Choose 3)

Delegate the task to your team leaders as part of their development programme.

Evaluate information to assure conformity with the required standards.

Request a part-time resource to assist you with the task.

Review all solutions to verify their validity and content.

Establish review procedures to test the structure of the knowledgebase.

NEW QUESTION 108
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.

NEW QUESTION 109
What are two of the best descriptions of alignment with the business?
(Choose 2)

IT services and products are purchased or designed only if they meet critical business requirements.

All services and products are designed with profitability to the business as the key requirement.

Using ITSM practices to underline the necessity of IT to the business it supports.

Knowing what the business is trying to achieve.

Understanding how business and IT can work together.

NEW QUESTION 110
What are two key objectives of having a good marketing strategy for the Service Desk?
(Choose 2)

A good marketing strategy decreases the total cost of ownership for the Service Desk.

A good marketing strategy gives the Service Desks analysts more accountability.

A good marketing strategy increases awareness that the Service Desk provides a return on investment.

A good marketing strategy shrinks the Service Desks headcount.

A good marketing strategy increases awareness that the Service Desk provides the best point of contact.

Loading …

Pass Your HDI Exam with QQ0-301 Exam Dumps: https://www.actualtorrent.com/QQ0-301-questions-answers.html

Tags: new QQ0-301 test blueprint, new testcollection QQ0-301, QQ0-301 reliable exam materials, QQ0-301 reliable exam preparation, QQ0-301 valid study guide, QQ0-301 valid test sims

HDI QQ0-301 Premium Exam Engine pdf – Download Free Updated 198 Questions [Q91-Q110]

Be the first to reply

Leave a Reply Cancel reply