QQ0-301の無料問題集（198題）、QQ0-301認定試験参考書

HDI QQ0-301 問題集

試験コード：QQ0-301

試験名称：HDI Service Desk Manager (SDM)

最近更新時間：2024-04-26

問題と解答：全198問

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質問 1：
Which two of these statements best match your understanding of stress?
(Choose 2)
A. Stress is a negative drag on enthusiasm levels in a team.
B. Stress is a crucial motivational force.
C. Stress is a reaction to a change.
D. Stress is natural and it can have positive or negative impacts.
E. Stress is heightened personal awareness of a threat.
正解：C,D

質問 2：
What is a best practice for negotiating successfully with customers?
(Choose 1)
A. Offer several options for the customer to choose from.
B. Maintain a strong and assertive stance towards the customer.
C. Emphasise the details of the customers concerns.
D. Seek clarity on the source of issues or problems.
正解：A

質問 3：
What are two key reasons for undertaking a gap analysis of your current operational practices?
(Choose 2)
A. It is more effective than performing a cost benefit analysis.
B. Recognising that the current levels of service are better than expected.
C. Suggesting where improvements could be made.
D. Identifying the desired state.
正解：C,D

質問 4：
What are two critical success factors for Problem management?
(Choose 2)
A. The impact of problems on business activity is eliminated.
B. The cost of IT to the business is justified.
C. The proper classification of incidents is consistent.
D. The quality of service is stabilised.
E. The cost of IT to the business is reduced.
正解：C,E

質問 5：
What is the main purpose of Configuration Management?
(Choose 1)
A. To provide a model of the IT infrastructure.
B. To manage assets and control costs in the IT infrastructure.
C. To manage risk by documenting the infrastructure and all equipment.
D. To support Incident management with accurate configuration information.
正解：A

質問 6：
You are introducing a self-service option as another channel of support for your customers to use. What three things will this will enable them to do?
(Choose 3)
A. Request a change to their work schedule.
B. Update contact information.
C. Discover what the SLA contains.
D. Find details of password reset options.
E. Find out where the nearest technology suppliers are based.
正解：B,C,D

質問 7：
What are two of the best reasons for recording and analysing Service Desk metrics?
(Choose 2)
A. Metrics are used to determine scheduling needs.
B. Metrics are used to provide justification for salary increases.
C. Metrics are used to assess the number of changes planned.
D. Metrics are used to provide information to management.
正解：A,D

質問 8：
What is the primary objective of customer satisfaction surveys?
(Choose 1)
A. Customer satisfaction surveys demonstrate to senior management that the Service Desk is in demand.
B. Customer satisfaction surveys establish a basis for future pay rises.
C. Customer satisfaction surveys determine if the Service Desk is following the SLA.
D. Customer satisfaction surveys identify what customers feel is important.
正解：D

質問 9：
Identify one of the key planning tasks a manager must carry out.
(Choose 1)
A. Make tactical short-term decisions to meet strategic goals.
B. Produce a detailed task flowchart.
C. Seek main board approval for operational process changes.
D. Devise a multi-layered plan to meet resourcing needs.
正解：A

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HDI Service Desk Manager (SDM) 認定 QQ0-301 試験問題:

1. Which is a principal activity within security management?
(Choose 1)

A) Development of security plans to meet SLAs.
B) Re-setting passwords.
C) Development of skills to control system access.
D) Development of plans for secure access to configuration items.

2. What is a key requirement for successful project management?
(Choose 1)

A) A key requirement for successful project management is to define co-operative activities.
B) A key requirement for successful project management is to define your role in the project.
C) A key requirement for successful project management is to define stand-alone activities.
D) A key requirement for successful project management is to define project objectives.

3. 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 cannot resolve the problem using remote support methods.
B) Your team is unsure of how to resolve the problem.
C) Your team is short-staffed due to training commitments.
D) Your team should be more visible in the company.

4. Which two of the following are key components of a marketing programme?
(Choose 2)

A) Defining the message and communicating to the relevant audience.
B) Identifying the key customers.
C) Targeting messages to all IT.
D) Communication to all stakeholders in a similar manner.
E) Planning and scheduling ongoing communication.

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

A) A good marketing strategy shrinks the Service Desks headcount.
B) A good marketing strategy decreases the total cost of ownership for the Service Desk.
C) A good marketing strategy increases awareness that the Service Desk provides a return on investment.
D) A good marketing strategy increases awareness that the Service Desk provides the best point of contact.
E) A good marketing strategy gives the Service Desks analysts more accountability.

質問と回答：

質問 # 1
正解： A

質問 # 2
正解： D

質問 # 3
正解： A

質問 # 4
正解： A、E

質問 # 5
正解： C、D