HDI Service Desk Manager (SDM) - QQ0-301 FREE EXAM DUMPS QUESTIONS & ANSWERS

A. Medium-term projects that are necessary to enable realisation of the long term projects. B. The detailed plan for achieving the objectives set by the strategic plan. C. A long-term vision of what an organisation needs to achieve in order to meet its objectives. D. Development of corporate strategies for promotion of services.

A. If the average speed to Answer is low then the abandon rate is likely to be high. B. If the average speed to Answer is high then the abandon rate is likely to be low. C. The average speed to Answer has no effect on the abandon rate. D. If the average speed to Answer is high then the abandon rate is likely to be high.

A. Inform your team that the suggestion will be considered during the annual planning process. B. Discuss further with the team, provide feedback and seek consensus before taking further action. C. Execute the suggestion. D. Assign the idea to a corporate consultant for consideration.

A. Delegate the task to your team leaders as part of their development programme. B. Establish review procedures to test the structure of the knowledgebase. C. Request a part-time resource to assist you with the task. D. Evaluate information to assure conformity with the required standards. E. Review all solutions to verify their validity and content.

A. Delegate and empower where appropriate. B. Set task priorities to meet senior management directives. C. Oversee all day-to-day tasks. D. Set rigid target deadlines for each tasks activities.

A. Tracking incidents. B. Determining the impact of an incident. C. Classifying all incidents. D. Responsibility for all incidents until they need to be escalated. E. Providing initial root cause analysis.

A. Reduction in service disruption. B. Increasing number of normal changes (RFCs) C. Reduction in cost per incident. D. Increasing number of service requests.

A. Proactive management of problems. B. Managing the error process. C. Identifying errors to be addressed by Change Management. D. Identifying underlying causes of incidents.

A. Distributed contact centre. B. Business support desk. C. Virtual support desk. D. Virtual distributed Service Desk.

A. Stress is heightened personal awareness of a threat. B. Stress is natural and it can have positive or negative impacts. C. Stress is a reaction to a change. D. Stress is a negative drag on enthusiasm levels in a team. E. Stress is a crucial motivational force.

A. The primary goal of problem management is to eliminate the cause of incidents. B. The primary goal of problem management is to reduce the number of incidents. C. The primary goal of problem management is to restore normal service. D. The primary goal of problem management is to resolve incidents quickly.

A. Asking the questions required to enable you to complete a task. B. Asking questions in a predefined sequence and format. C. Asking customers to use email when requesting assistance. D. Asking the questions that you have been told to ask.

A. Monitoring incidents keeps problems to a minimum. B. Monitoring incidents allows you to react quickly to unforeseen situations. C. Monitoring incidents keeps track of important customers. D. Monitoring incidents allows you to address situations proactively.

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