HDI QQ0-301 問題集

質問 1：
What is a best practice for recruiting the best possible staff?
(Choose 1)
A. Recruit only from the pool of recent college graduates.
B. Focus on the technical skills of prospective employees.
C. Let your team interview prospective employees.
D. Rehire previous employees who already know the job.
正解：C

質問 2：
What are three critical success factors for Incident management?
(Choose 3)
A. All incident logs contain greater detail.
B. Consistency in service quality.
C. Processes are adhered to.
D. Service level requirements are known and understood.
E. The cost of the new call management system is proven.
正解：B,C,D

質問 3：
What is the best description of the role of computer telephony integration?
(Choose 1)
A. Computer telephony integration provides instant online access to voice and data systems.
B. Computer telephony integration enables universal call routing of multiple contact methods.
C. Computer telephony integration facilitates the efficient processing of customer contacts.
D. Computer telephony integration combines e-mail and voice mail into a common inbox.
正解：C

質問 4：
What are two key objectives of the IT change management process?
(Choose 2)
A. To ensure the customers are unaware of changes.
B. To ensure that all changes are processed rapidly.
C. To ensure changes are processed efficiently.
D. To ensure a standard approach to changes is utilised.
E. To ensure that changes are approved on a basis of cost.
正解：C,D

質問 5：
Which two of these are not core activities of IT Service Continuity Management?
(Choose 2)
A. Implementing standby arrangements.
B. Appointment and training of fire marshals.
C. Business Impact Assessment.
D. Finding the correct offsite backup storage location.
E. Updating ongoing operational procedures.
正解：B,D

質問 6：
What is a best practice to follow when you are taking actions that will affect other departments or teams?
(Choose 1)
A. Make a presentation to other teams letting them know what you have done.
B. Give serious consideration to what people will think of you if your ideas do not work.
C. Discuss with other managers to identify the possible effects of your actions on others.
D. Implement your ideas as soon as you have decided on the best course of action.
正解：C

質問 7：
Which statement best describes a service level agreement?
(Choose 1)
A. The SLA is an agreement to manage changes to services that may be required.
B. The SLA is a document created by Service Desk management.
C. The SLA is an agreement with other internal support groups.
D. The SLA is a document that sets expectations for customers and the Service Desk.
正解：D

質問 8：
What is the best reason for having security policies in a Service Desk?
(Choose 1)
A. Security policies ensure that security is everyones concern.
B. Security policies are required by IT management.
C. Security policies protect the company and customers from unauthorised access.
D. Security policies safeguard the Service Desks staff from liability.
正解：C

質問 9：
What is a key principle of negotiation with customers?
(Choose 1)
A. Stick to the facts and ignore the customers emotions.
B. Seek a solution that aligns with Support Centre policies and processes.
C. Focus on the individual rather than on the resolution.
D. Determine the customers underlying business need.
正解：D