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

A. ROI description.

B. Marketing pamphlets.

C. Mission statement.

D. Vision statement.

A. Number of CIs against SLAs.

B. Number of unauthorised CIs.

C. Total number of CIs.

D. Number of incidents logged against CIs.

A. The primary goal of problem management is to restore normal service.

B. The primary goal of problem management is to eliminate the cause of incidents.

C. The primary goal of problem management is to reduce the number of incidents.

D. The primary goal of problem management is to resolve incidents quickly.

A. Benchmarking identifies ways of reducing headcount.

B. Benchmarking removes the risk of outsourcing.

C. Benchmarking provides the basis for improvement initiatives.

D. Benchmarking justifies requesting additional money for the budget.

A. The Service Desk is on the 3rd Floor and there is no lift.

B. They are experiencing personal problems at home.

C. They cycle to work through heavy traffic.

D. They have found a new member of the team sitting at their desk.

A. Off-site outsourcing increases capital expenditure and reduces headcount.

B. Off-site outsourcing reduces capital expenditure and headcount.

C. Off-site outsourcing increases capital expenditure and headcount.

D. Off-site outsourcing reduces capital expenditure and increases headcount.

A. Find ways to employ analysts that speak all the languages that will require support services.

B. Use industry best practice as a benchmark and study successful companies that provide similar services.

C. Ask management for funds to train all your analysts in the languages that will be required by the project.

D. Interview each analyst to determine whether your analysts want to take international calls.

A. Ensure the age and gender balance is equal.

B. Perform a gap analysis of your team.

C. Offer a low starting salary but describe a possible career path.

D. Recruit staff who are younger than you.

E. Make sure job descriptions are accurate.

A. Knowledge management provides information to management about each reported incident.

B. Knowledge management is a process by which customers send useful solutions to support staff.

C. Knowledge management is the capture and reuse of business and technical information in an organisation.

D. Knowledge management is the key component of a service level agreement.