[Mar-2022] Dumps Practice Exam Questions Study Guide for the QQ0-301 Exam
QQ0-301 Dumps with Practice Exam Questions Answers
NEW QUESTION 82
You have just downsized your staff by 20 percent. Many members of staff have seen their friends laid-off. Frustration levels are high and support from the remaining staff is in question. What is the best action you can take to provide a positive outlook to your staff?
(Choose 1)
- A. Give everyone the day off.
- B. Concentrate on the goals of the organisation.
- C. Network with your peers to discuss the situation.
- D. Hold a roundtable discussion to allow the staff to vent.
Answer: B
NEW QUESTION 83
Which metric would management expect to see and use from configuration management?
(Choose 1)
- A. Number of incidents logged against CIs.
- B. Number of unauthorised CIs.
- C. Number of CIs against SLAs.
- D. Total number of CIs.
Answer: B
NEW QUESTION 84
Which three are typical characteristics of successful projects?
(Choose 3)
- A. The project is not discussed openly until project completion.
- B. All Interested parties are recognized.
- C. A plan is developed for all aspects of communication.
- D. The number of people required for the project is agreed on.
- E. Meetings are scheduled according to availability of staff.
Answer: B,C,D
NEW QUESTION 85
What is the best description of off-site outsourcing?
(Choose 1)
- A. Off-site outsourcing is a poor substitute for loyal employees.
- B. Off-site outsourcing is the structured downsizing of a Service Desk.
- C. Off-site outsourcing is the use of an external supplier to provide required services for your organisation, using their own facilities.
- D. Off-site outsourcing is the use of a 3rd party to complement the services your team provide.
Answer: C
NEW QUESTION 86
You have been asked to create a knowledgebase by your IT service director. What three activities should you undertake to enable a satisfactory outcome to this task?
(Choose 3)
- A. Delegate the task to your team leaders as part of their development programme.
- B. Request a part-time resource to assist you with the task.
- C. Establish review procedures to test the structure of the knowledgebase.
- D. Review all solutions to verify their validity and content.
- E. Evaluate information to assure conformity with the required standards.
Answer: C,D,E
NEW QUESTION 87
Which is a framework or standard for service desk best practice?
(Choose 1)
- A. ISO9002
- B. ITIL.
- C. TQM.
- D. COBIT.
- E. Six sigma.
Answer: B
NEW QUESTION 88
What is the best description of self-healing tools?
(Choose 1)
- A. Self-healing tools identify when a problem has occurred and automatically corrects it.
- B. Self-healing tools remove the emotion from a support request.
- C. Self-healing tools immediately dispatch an engineer when a customer makes a request.
- D. Self-healing tools allow an analyst to control a customer desktop remotely.
Answer: A
NEW QUESTION 89
What is the best description of the Service Desks role in the Incident Management process?
(Choose 1)
- A. The Service Desk documents all important customer requests for service.
- B. The Service Desk determines the root cause of all incidents.
- C. The Service Desk passes all incidents to the problem management team.
- D. The Service Desk monitors all incidents until they are closed.
Answer: D
NEW QUESTION 90
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 request for additional service desk staff will be agreed to.
- B. That your marketing strategy is succeeding.
- C. That your offering to work over the holiday period has been appreciated and this is a way to get you noticed.
- D. That your understanding of the expected and desired role of the Service Desk is recognized.
Answer: D
NEW QUESTION 91
What are the two best descriptions of a team player?
(Choose 2)
- A. A team player is a person that can be relied upon.
- B. A team player meets individual performance goals.
- C. A team player is reliable, considerate and respectful of others.
- D. A team player has a high customer satisfaction rating.
Answer: A,C
NEW QUESTION 92
What are three purposes of a customer satisfaction survey?
(Choose 3)
- A. Identify the quality of customer usage of IT Services.
- B. Benchmark customer satisfaction.
- C. Identify new services or products that customers indicate they require.
- D. Find out what customers think of IT services.
- E. Find out if the customers are talking to outsourcing companies.
Answer: B,C,D
NEW QUESTION 93
What is the most likely advantage of off-site outsourcing?
(Choose 1)
- A. Off-site outsourcing increases capital expenditure and headcount.
- B. Off-site outsourcing reduces capital expenditure and increases headcount.
- C. Off-site outsourcing reduces capital expenditure and headcount.
- D. Off-site outsourcing increases capital expenditure and reduces headcount.
Answer: C
NEW QUESTION 94
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 overseeing change management.
- B. A Service Desk can best provide value to the company by becoming business centric.
- 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.
Answer: B
NEW QUESTION 95
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 make their own amendments to procedures.
- B. It enables customers to update the schedules.
- C. It enables customers to check call status.
- D. It allows customers access to the knowledgebase.
- E. It allows customers to log their own requests and incidents.
Answer: C,D,E
NEW QUESTION 96
If your team is performing effectively, which three of these characteristics should they display?
(Choose 3)
- A. A clear sense of fun and community.
- B. Involvement in decisions.
- C. A clear sense of dedication and purpose.
- D. A wide range of emotions.
- E. A broad mix of skills.
- F. High morale and motivation.
Answer: B,C,F
NEW QUESTION 97
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