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：2024-04-19

問題と解答：全198問

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質問 1：
What process is used to document and monitor the Service Desks service objectives and goals?
(Choose 1)
A. Objective management.
B. Service level management.
C. Performance management.
D. Risk management.
正解：B

質問 2：
How will a SWOT best assist you in developing your teams performance?
(Choose 1)
A. A SWOT helps you identify areas for growth for your team.
B. A SWOT helps you identify marketing opportunities as it shows the teams strengths.
C. A SWOT provides an opportunity to hold regular meetings with your team.
D. A SWOT enables you to identify incentives that are attractive to your team.
正解：A

質問 3：
Which of these is important for controlling and co-ordinating activities?
(Choose 1)
A. Oversee all day-to-day tasks.
B. Set rigid target deadlines for each tasks activities.
C. Set task priorities to meet senior management directives.
D. Delegate and empower where appropriate.
正解：D

質問 4：
Which of the following best demonstrates the success of Service Level Management?
(Choose 1)
A. Internal charging is introduced.
B. Detailed OLAs are agreed and in place.
C. Management buy-in is obtained.
D. Incident management is in place.
正解：C

質問 5：
What is coaching?
(Choose 1)
A. Getting better performing staff to work with poorer performers to show them how to do better.
B. Showing staff examples of excellent performance so they can follow the lead.
C. The process of helping to enable the team to build their strengths based on a co-operative relationship.
D. How to structure a dynamic team.
正解：C

質問 6：
What is the relationship between the Service Desks average speed to Answer and its abandon rate?
(Choose 1)
A. The average speed to Answer has no effect on the abandon rate.
B. If the average speed to Answer is high then the abandon rate is likely to be low.
C. If the average speed to Answer is low then the abandon rate is likely to be high.
D. If the average speed to Answer is high then the abandon rate is likely to be high.
正解：D

質問 7：
Which of these are important benefits of having an effective team?
(Choose 2)
A. Improved staff and customer relations.
B. Exemplary time management.
C. Improved task scheduling.
D. A willingness to collaborate with and assist other team members.
E. Improved acceptance of your team by other departments.
正解：A,D

質問 8：
You are planning to implement self-service as another option for your customers for their service and support requirements. What would you describe as three key customer benefits of this option?
(Choose 3)
A. It enables customers to check call status.
B. It allows customers to log their own requests and incidents.
C. It allows customers access to the knowledgebase.
D. It enables customers to update the schedules.
E. It enables customers to make their own amendments to procedures.
正解：A,B,C

質問 9：
Which two are key characteristics of an effective manager?
(Choose 2)
A. Develops effective procedures and implements them.
B. Understands business direction.
C. Demands extra effort to meet deadlines.
D. Continually champions the business goals and culture.
正解：A,B

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

1. Which of these are important benefits of having an effective team?
(Choose 2)

A) Improved staff and customer relations.
B) Exemplary time management.
C) Improved task scheduling.
D) A willingness to collaborate with and assist other team members.
E) Improved acceptance of your team by other departments.

2. What are the two best descriptions of a team player?
(Choose 2)

A) A team player is reliable, considerate and respectful of others.
B) A team player is a person that can be relied upon.
C) A team player has a high customer satisfaction rating.
D) A team player meets individual performance goals.

3. Why would you carry out an annual customer satisfaction survey?
(Choose 1)

A) In order to boost the Service Desks image and morale.
B) To identify customers who need better IT education.
C) To establish customer perception of the Service Desk over the period.
D) To show the percentage of customers using the latest system releases.

4. Which is a key first step in preparing to coach a member of your team?
(Choose 1)

A) Identify a quiet environment to carry out the coaching.
B) Assess their abilities, competencies and commitment level.
C) Ask other team members to highlight the individuals weaknesses.
D) Research the individuals career history.

5. What is the greatest benefit of implementing an IT change management process?
(Choose 1)

A) The change management process ensures that all changes will be successful.
B) The change management process prevents unauthorised changes from being made.
C) The change management process eliminates the damage created by unnecessary changes.
D) The change management process improves the productivity of customers.

質問と回答：

質問 # 1
正解： A、D

質問 # 2
正解： A、B

質問 # 3
正解： C

質問 # 4
正解： B

質問 # 5
正解： B