Verified QQ0-301 dumps Q&As - 100% Pass from Test4Cram
Pass QQ0-301 Exam in First Attempt Guaranteed 2022 Dumps!
NEW QUESTION 62
What are the two best descriptions of the role of telephone support?
(Choose 2)
- A. It is the most cost-effective method of support.
- B. It may offer levels II and III support.
- C. It is the preferred method of support for all customers.
- D. It uses an effective process for call escalation if the analyst is unable to resolve the call.
Answer: B,D
NEW QUESTION 63
What delivery methods could you use to dynamically speed up first contact resolution and fix time?
(Choose 1)
- A. Customer satisfaction surveys.
- B. SLA measurement tools.
- C. Remote support tools.
- D. IVR and CTI.
Answer: C
NEW QUESTION 64
What are three activities undertaken by a service desk manager that demonstrates they are running their team like a business?
(Choose 3)
- A. They define tight timescales for all activities.
- B. They ensure all staff understand the deliverables required.
- C. They understand the effect of the desks actions on the organization.
- D. They recruit predominantly from Universities and Colleges.
- E. They promote a culture of responsibility.
Answer: B,C,E
NEW QUESTION 65
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 marketing strategy is succeeding.
- B. That your offering to work over the holiday period has been appreciated and this is a way to get you noticed.
- C. That your understanding of the expected and desired role of the Service Desk is recognized.
- D. That your request for additional service desk staff will be agreed to.
Answer: C
NEW QUESTION 66
Which two statements best describe leadership in a Service Desk?
(Choose 2)
- A. A Service Desk leader leads by example.
- B. A Service Desk leader defines the tasks required.
- C. A Service Desk leader sides with staff against customers.
- D. A Service Desk leader focuses on process rather than efficiency.
Answer: A,B
NEW QUESTION 67
What are two reasonable expectations of customers when contacting the Service Desk?
(Choose 2)
- A. Customers should expect the service desk to provide value for the money spent on it.
- B. Customers should expect their status in the organisation to be recognized.
- C. Customers should expect all incidents to be fixed at first point of contact.
- D. Customers should expect service desk staff to be expert in all technology areas.
- E. Customers should expect a consistent response to their requirements.
Answer: A,E
NEW QUESTION 68
Following a team discussion about customer satisfaction levels, a team member approaches you with several ideas on how to better understand customer needs and expectations. You ask them to produce a presentation for the next team meeting. What three leadership characteristics did you use?
(Choose 3)
- A. Encouraging participation.
- B. Encouraging team building.
- C. Encouraging creativity.
- D. Execution of plans.
- E. Effective delegation.
Answer: A,C,E
NEW QUESTION 69
What is the best description of off-site outsourcing?
(Choose 1)
- A. Off-site outsourcing is the use of a 3rd party to complement the services your team provide.
- B. Off-site outsourcing is the use of an external supplier to provide required services for your organisation, using their own facilities.
- C. Off-site outsourcing is the structured downsizing of a Service Desk.
- D. Off-site outsourcing is a poor substitute for loyal employees.
Answer: B
NEW QUESTION 70
Which two activities are part of the release management process?
(Choose 2)
- A. Training and communication.
- B. Managing the Definitive Software Library.
- C. Designing and coding software.
- D. Building the Configuration Management Database.
- E. Tracking Requests for Change.
Answer: A,B
NEW QUESTION 71
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. Research the individuals career history.
- D. Ask other team members to highlight the individuals weaknesses.
Answer: B
NEW QUESTION 72
What is a key component of an internal SWOT analysis?
(Choose 1)
- A. Holding meetings with competitors.
- B. Reporting performance weaknesses immediately to the board.
- C. Focusing more on performance weaknesses identified.
- D. Holding meetings with customers.
Answer: D
NEW QUESTION 73
What is the most important benefit of benchmarking?
(Choose 1)
- A. Benchmarking removes the risk of outsourcing.
- B. Benchmarking identifies ways of reducing headcount.
- C. Benchmarking justifies requesting additional money for the budget.
- D. Benchmarking provides the basis for improvement initiatives.
Answer: D
NEW QUESTION 74
What type of survey is the most appropriate to use in order to understand customer satisfaction levels after a software update?
(Choose 1)
- A. An ongoing survey.
- B. A one-off survey.
- C. A periodic survey.
- D. An e-mail survey.
Answer: B
NEW QUESTION 75
What aspect of SLM should you bear in mind in an outsourcing situation?
(Choose 1)
- A. SLAs in an outsourcing situation require greater detail.
- B. SLAs in an outsourcing situation should include guaranteed fix times.
- C. SLAs in an outsourcing situation should include guaranteed use of named individuals.
- D. SLAs in an outsourcing situation require less detail.
Answer: A
NEW QUESTION 76
What is the best criterion to use when deciding the type of support to provide to a customer?
(Choose 1)
- A. The incidents impact on the business.
- B. The support resources available.
- C. Key performance indicators.
- D. The customers authority level.
Answer: A
NEW QUESTION 77
What is the main purpose of Configuration Management?
(Choose 1)
- A. To manage assets and control costs in the IT infrastructure.
- B. To manage risk by documenting the infrastructure and all equipment.
- C. To support Incident management with accurate configuration information.
- D. To provide a model of the IT infrastructure.
Answer: D
NEW QUESTION 78
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 improves the productivity of customers.
- C. The change management process eliminates the damage created by unnecessary changes.
- D. The change management process prevents unauthorised changes from being made.
Answer: D
NEW QUESTION 79
How would you measure the success of Problem Management?
(Choose 2)
- A. A reduction in the time taken to resolve known errors.
- B. Reduced cost per call.
- C. A reduced number of incidents at the Service Desk.
- D. A reduced number of changes.
Answer: A,C
NEW QUESTION 80
Your team is expected to resolve most incidents and problems themselves without sending deskside personnel to support the customer. However, there are occasions when the team needs to offer deskside support. What is the best reason for using deskside support?
(Choose 1)
- A. Your team cannot resolve the problem using remote support methods.
- B. Your team is short-staffed due to training commitments.
- C. Your team should be more visible in the company.
- D. Your team is unsure of how to resolve the problem.
Answer: A
NEW QUESTION 81
What process is used to document and monitor the Service Desks service objectives and goals?
(Choose 1)
- A. Objective management.
- B. Performance management.
- C. Service level management.
- D. Risk management.
Answer: C
NEW QUESTION 82
Which definition best describes an IT service catalogue?
(Choose 1)
- A. A service catalogue is a record of systems and services in the SLA.
- B. A service catalogue is a list of all IT systems.
- C. A service catalogue is a customer driven document detailing the contractual obligations of IT.
- D. A service catalogue is a list of business services provided by IT.
- E. A service catalogue is a detailed list of applications and sub-systems.
Answer: D
NEW QUESTION 83
What is the best reason for using instant messaging in a support environment?
(Choose 1)
- A. Use instant messaging to provide fast and easy access to internal experts.
- B. Use instant messaging when the phone lines are all busy.
- C. Use instant messaging if the SLA prohibits deskside support.
- D. Use instant messaging if the analyst has poor phone skills.
Answer: A
NEW QUESTION 84
Which is a framework or standard for service desk best practice?
(Choose 1)
- A. Six sigma.
- B. ITIL.
- C. COBIT.
- D. TQM.
- E. ISO9002
Answer: B
NEW QUESTION 85
......
QQ0-301 Dumps Full Questions - Exam Study Guide: https://pass4sure.test4cram.com/QQ0-301_real-exam-dumps.html