HDI QQ0-301 問題集

質問 1：
Part of your induction programme for a new starter includes assignment of a buddy for the duration of their induction. What are two of the most important reasons for doing this?
(Choose 2)
A. It creates a sense of security for the new team member.
B. It speeds up the process of getting them to a level of acceptable competency.
C. To be assigned as a buddy is part of your teams KPIs.
D. They have less need to refer to the standard operating procedures.
正解：A,B

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：
You are asked by your IT Director to write a report for the Board on the manner in which the Service Desk is supporting the strategic plans of the organisation. What key point does this request demonstrate?
(Choose 1)
A. That your understanding of the expected and desired role of the Service Desk is recognized.
B. That your request for additional service desk staff will be agreed to.
C. That your marketing strategy is succeeding.
D. That your offering to work over the holiday period has been appreciated and this is a way to get you noticed.
正解：A

質問 4：
What is the best description of knowledge management?
(Choose 1)
A. Knowledge management is the key component of a service level agreement.
B. Knowledge management is the capture and reuse of business and technical information in an organisation.
C. Knowledge management is a process by which customers send useful solutions to support staff.
D. Knowledge management provides information to management about each reported incident.
正解：B

質問 5：
You really want to encourage good teamwork in your Service Desk. Which of these activities is the best one to undertake to help you to achieve your objective?
(Choose 1)
A. Organise regular team social events.
B. Ensure a secure working environment.
C. Work together to accomplish common goals.
D. Encourage the personalisation of workstations.
正解：C

質問 6：
Which measure would not be attributable to Incident Management?
(Choose 1)
A. Cost per incident.
B. SLA performance.
C. Error control.
D. First contact resolution on the Service Desk.
正解：C

質問 7：
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. Compliment their improvement during their annual appraisal.
D. Recognise and reward their improvement promptly.
正解：D

質問 8：
What are two of the key roles of the Service Desk in most organisations?
(Choose 2)
A. The key role of the Service Desk is responsibility for the management of incidents.
B. The key role of the Service Desk is to ensure that all metrics are maintained and distributed.
C. The key role of the Service Desk is to enforce service level agreements.
D. The key role of the Service Desk is to provide technical support services to the executives in a timely manner.
E. The key role of the Service Desk is to demonstrate its value to the organisation it serves.
正解：A,E

質問 9：
What is the most accurate description of staffing?
(Choose 1)
A. Ensuring that adequate staff are available to provide IT services as defined in the SLA.
B. Ensuring that unplanned absences are allowed for in the rota.
C. Ensuring that you staff according to the objectives of ITSM.
D. Ensuring that shifts all have the same number of staff.
正解：A