HDI QQ0-301 問題集

質問 1：
Customers seem reluctant to engage with SLAs. What two arguments can you use to convince them to become involved?
(Choose 2)
A. SLAs will improve working relationships.
B. SLAs allow customers the opportunity to criticise IT.
C. IT can prioritise resources to address specific requirements.
D. IT can always deliver what customers want.
E. IT will become more streamlined.
正解：A,C

質問 2：
Which is the best tool for tracking the number of abandoned calls to the Service Desk?
(Choose 1)
A. Knowledgebase.
B. Automatic call distributor.
C. Incident log.
D. Call management system.
正解：B

質問 3：
What is a primary benefit of having security policies in a Service Desk?
(Choose 1)
A. Security policies ensure that customers cannot carry out illegal transactions.
B. Security policies allow the Service Desk to stay open later.
C. Security levels are agreed, measured and monitored.
D. Security policies limit Internet access for all of the companys employees.
正解：C

質問 4：
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.
正解：A

質問 5：
What is the best way that a Service Desk can provide value to the company?
(Choose 1)
A. A Service Desk can best provide value to the company by becoming business centric.
B. A Service Desk can best provide value to the company by overseeing change management.
C. A Service Desk can best provide value to the company by using self-service technology.
D. A Service Desk can best provide value to the company by implementing incident and problem management processes.
正解：A

質問 6：
What is an essential key performance indicator to ensure that IT Service Continuity Management is kept up to date?
(Choose 1)
A. Regular IT service continuity testing.
B. Regular inspection of the third party contractor process.
C. Clearly documented IT Service Continuity Management procedures.
D. Backup logs of key business data files.
正解：A

質問 7：
What is the most likely benefit of using IT asset management?
(Choose 1)
A. IT asset management allows you to determine the total cost of ownership for the Service Desk.
B. IT asset management minimises the impact that changes have on customers.
C. IT asset management improves the accuracy of the knowledgebase.
D. IT asset management protects the Service Desks assets in the event of a disaster.
正解：A

質問 8：
What are three purposes of a customer satisfaction survey?
(Choose 3)
A. Identify new services or products that customers indicate they require.
B. Find out what customers think of IT services.
C. Find out if the customers are talking to outsourcing companies.
D. Benchmark customer satisfaction.
E. Identify the quality of customer usage of IT Services.
正解：A,B,D

質問 9：
What is the key benefit of telephone support?
(Choose 1)
A. It minimises the need for desk side support.
B. It provides an effective barrier against emotions.
C. It tells you about the customers emotional state.
D. It is faster than self-service.
正解：C