HDI QQ0-301 問題集

質問 1：
What is a key benefit of self-healing tools?
(Choose 1)
A. They allow for better use of IT personnel.
B. They support a greater number of staff at first level.
C. They facilitate reduction in the cost of technology.
D. They provide the basis for self-service requirements.
正解：A

質問 2：
One of the weaker members of your team has displayed a small but sustained improvement in performance. What would be the best way to encourage their continued improvement?
(Choose 1)
A. Ask your team leader to monitor their performance closely.
B. Reward them when they have displayed ongoing improvement for at least three months.
C. Compliment their improvement during their annual appraisal.
D. Recognise and reward their improvement promptly.
正解：D

質問 3：
What is the best way that you, as a Service Manager, can anticipate problems, develop contingency plans and sustain progress?
(Choose 1)
A. Delegate responsibility for each phase of an initiative.
B. Visualise your next management position.
C. Undertake a risk analysis for each phase of an initiative.
D. Undertake a gap analysis.
正解：C

質問 4：
You have a member of your team who is well liked by customers and staff alike, and you receive many compliments about him. What is the most likely reason for this?
(Choose 1)
A. He is a sympathetic person.
B. He is a flirt with an attractive smile.
C. He is an empathic person.
D. He is a technical genius.
正解：C

質問 5：
What is the primary benefit of IT Service Continuity Management in a disaster situation?
(Choose 1)
A. Lower future insurance premiums.
B. Meeting regulatory requirements.
C. Effective recovery of business systems.
D. Improved management of risk and resources.
正解：C

質問 6：
What is the most likely disadvantage of outsourcing?
(Choose 1)
A. Outsourcing can cause you to lose your organisational assets.
B. Outsourcing can cause you to lose your corporate identity.
C. Outsourcing can cause you to lose personnel to the outsourcers support team.
D. Outsourcing can drastically change the types support services that are offered.
正解：B

質問 7：
What are two of the best uses of self-service technology?
(Choose 2)
A. Self-service technology helps customers talk to one another about problems.
B. Self-service technology allows customers to comment on the performance of support staff.
C. Self-service technology maintains an inventory of equipment.
D. Self-service technology gives customers the ability to solve problems on their own.
E. Self service technology allows customers to find information on procedures.
正解：D,E

質問 8：
Which actions are most likely to help you develop clear strategies to run your Service Desk effectively?
(Choose 2)
A. Acquiring understanding of key business issues for your organization.
B. Attending an executive seminar.
C. Encouraging your staff to participate in intra-departmental projects.
D. Networking with people in other organisations.
E. Delivering a presentation to your senior management.
正解：A,D

質問 9：
What are two quality assurance methods for monitoring analyst productivity?
(Choose 2)
A. System network monitoring.
B. Regular KPI monitoring.
C. Random call monitoring.
D. Video monitoring.
E. Interactive voice response monitoring.
正解：B,C