HDI Service Desk Manager (SDM) - QQ0-301 模擬練習

A. SLA measures are never impacted.

B. The whole IT organisation is aware of the business and service continuity plan.

C. IT risk is spread over two or more sites.

D. The CIO has up to date information all the time.

A. Self-service tools allow the Service Desk to reduce its headcount.

B. Self-service tools allow customers greater independence.

C. Self-service tools allow customers to access support at any time.

D. Self-service tools allow the Service Desk to be open for fewer hours.

E. Self-service tools allow for cost-effective service provision.

A. Following standard operating procedures allows metrics to be captured.

B. Following standard operating procedures minimises performance problems.

C. Following standard operating procedures enables faster, more efficient service.

D. Following standard operating procedures increases employee satisfaction.

A. To determine the number of Service Desk staff required.

B. To achieve continuous improvement of the cost effectiveness of IT services.

C. To align IT and business resource management.

D. To agree with the customer about how IT services should be delivered.

A. That your marketing strategy is succeeding.

B. That your understanding of the expected and desired role of the Service Desk is recognized.

C. That your request for additional service desk staff will be agreed to.

D. That your offering to work over the holiday period has been appreciated and this is a way to get you noticed.

A. Business support desk.

B. Virtual support desk.

C. Distributed contact centre.

D. Virtual distributed Service Desk.

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

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

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

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

A. The primary goal of problem management is to resolve incidents quickly.

B. The primary goal of problem management is to reduce the number of incidents.

C. The primary goal of problem management is to eliminate the cause of incidents.

D. The primary goal of problem management is to restore normal service.

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.

A. As an approachable, nice and understanding person.

B. As an exceptional, innovative and demanding leader.

C. As an outstanding motivational speaker.

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

A. The change management process eliminates the damage created by unnecessary changes.

B. The change management process ensures that all changes will be successful.

C. The change management process improves the productivity of customers.

D. The change management process prevents unauthorised changes from being made.

A. SLA measurement tools.

B. Customer satisfaction surveys.

C. IVR and CTI.

D. Remote support tools.

A. Remote control support allows the analyst to control which applications a customer can use from a remote location.

B. Remote control support allows the analyst to take control of the customers system from a remote location.

C. Remote control allows the analysts supervisor to take control of a call from a remote location.

D. Remote control allows the customer to control which analyst will provide support from a remote location.

A. Computer telephony integration combines e-mail and voice mail into a common inbox.

B. Computer telephony integration enables universal call routing of multiple contact methods.

C. Computer telephony integration provides instant online access to voice and data systems.

D. Computer telephony integration facilitates the efficient processing of customer contacts.