최신HDI Service Desk Manager (SDM) - QQ0-301무료샘플문제

A. The support resources available.

B. Key performance indicators.

C. The customers authority level.

D. The incidents impact on the business.

A. Recognise and reward their improvement promptly.

B. Compliment their improvement during their annual appraisal.

C. Reward them when they have displayed ongoing improvement for at least three months.

D. Ask your team leader to monitor their performance closely.

A. Get senior management approval for the resource plan.

B. Draw up a monthly rota of shift patterns.

C. Align resources to projects or activities.

D. Organise frequent motivational sessions with your team.

A. To inform customers about strategy outcomes and benefits.

B. To provide a longer term view of what the Service Desk wishes to become.

C. To stretch peoples capabilities to the maximum.

D. To develop a strategy for business enhancements.

A. Implementing a knowledge management system increases the customers dependency on support services.

B. Implementing a knowledge management system allows customers to troubleshoot all of their own incidents.

C. Implementing a knowledge management system supports computer telephony integration.

D. Implementing a knowledge management system helps build rapport among teams in the Service Desk.

A. Asking the questions that you have been told to ask.

B. Asking questions in a predefined sequence and format.

C. Asking customers to use email when requesting assistance.

D. Asking the questions required to enable you to complete a task.

A. CMM.

B. HDI certification.

C. Six Sigma.

D. COBIT.

A. The number of items in each organisations Configuration Management Database.

B. The different corporate cultures.

C. The costing methodology used in the benchmark partners SLAs.

D. The different goals and objectives of each organisation.