Study HIGH Quality QQ0-301 Free Study Guides and Exams Tutorials [Q37-Q57]

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Study HIGH Quality QQ0-301 Free Study Guides and Exams Tutorials

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NEW QUESTION 37
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)

Delegate the task to your team leaders as part of their development programme.

Evaluate information to assure conformity with the required standards.

Request a part-time resource to assist you with the task.

Review all solutions to verify their validity and content.

Establish review procedures to test the structure of the knowledgebase.

NEW QUESTION 38
What is the best description of release management?
(Choose 1)

Release management is a process that tracks all of an organisations property and resources using change management.

Release management is a subset of change management that relates to hardware and software updates, upgrades, or rollouts.

Release management is concerned with tracking and resolving incidents related to new products or product upgrades.

Release management is the capture and reuse of business and technical information.

NEW QUESTION 39
Which statement most accurately describes what must be included in an IT change management process?
(Choose 1)

Any cross-cultural communication issues must be rectified.

The possible risks of the proposed change must be assessed.

The service level agreement must be modified to include the change.

The Service Desk must commit to the change even if it fails.

NEW QUESTION 40
What is a key component of an internal SWOT analysis?
(Choose 1)

Focusing more on performance weaknesses identified.

Holding meetings with customers.

Holding meetings with competitors.

Reporting performance weaknesses immediately to the board.

NEW QUESTION 41
Which three are required activities for a service desk manager when undertaking the financial management of the Service Desk?
(Choose 3)

Budgeting calculations.

Unit costs calculations and analysis.

Return on investment calculations.

Stocks and Bonds calculations.

Staffing policies and procedures.

NEW QUESTION 42
What is a best practice for negotiating successfully with customers?
(Choose 1)

Emphasise the details of the customers concerns.

Maintain a strong and assertive stance towards the customer.

Offer several options for the customer to choose from.

Seek clarity on the source of issues or problems.

NEW QUESTION 43
What are three purposes of a customer satisfaction survey?
(Choose 3)

Find out what customers think of IT services.

Find out if the customers are talking to outsourcing companies.

Identify new services or products that customers indicate they require.

Identify the quality of customer usage of IT Services.

Benchmark customer satisfaction.

NEW QUESTION 44
Which of these are important benefits of having an effective team?
(Choose 2)

Improved staff and customer relations.

Improved task scheduling.

A willingness to collaborate with and assist other team members.

Improved acceptance of your team by other departments.

Exemplary time management.

NEW QUESTION 45
Which manager would be most likely to provide metrics on the number of RFCs submitted as a result of problems?
(Choose 1)

The Change manager.

The Service Desk manager.

The Problem manager.

The Release manager.

NEW QUESTION 46
We all admire great leaders. What two leadership characteristics best demonstrate leadership skills?
(Choose 2)

The ability to communicate a clear vision and direction.

Being at work early and finishing late.

Being an effective and engaging speaker.

Helping the team complete even the most mundane tasks.

Planning and following through activities.

NEW QUESTION 47
What is a key element of the coaching process?
(Choose 1)

Encouraging a team ethos in the individual.

Encouraging participation by using open questions.

Pushing the individual to admit weak areas.

Schedule a follow-up meeting for a years time.

NEW QUESTION 48
What are two reasonable expectations of customers when contacting the Service Desk?
(Choose 2)

Customers should expect a consistent response to their requirements.

Customers should expect service desk staff to be expert in all technology areas.

Customers should expect all incidents to be fixed at first point of contact.

Customers should expect their status in the organisation to be recognized.

Customers should expect the service desk to provide value for the money spent on it.

NEW QUESTION 49
Identify one of the key planning tasks a manager must carry out.
(Choose 1)

Devise a multi-layered plan to meet resourcing needs.

Make tactical short-term decisions to meet strategic goals.

Seek main board approval for operational process changes.

Produce a detailed task flowchart.

NEW QUESTION 50
What are two important actions to take to remove barriers and gain support for projects?
(Choose 2)

Determine your team requirements to support the central objectives.

Ensure that all projects comply with the service level agreement.

Guarantee that Service Desk resources are available.

Verify that other departments / teams support the project and its objectives.

Ensure all projects have a documented business case.

NEW QUESTION 51
You are arranging a strategy planning meeting with representatives from IT and other areas within the organisation. What two actions must you take to ensure a successful meeting?
(Choose 2)

Practice effective time management.

Produce a list of possible participants.

Work to flexible timings according to individual preferences.

Provide adequate notice of the meeting to participants.

Provide an adequate room with plenty of refreshments.

NEW QUESTION 52
What is a best practice to follow when you are taking actions that will affect other departments or teams?
(Choose 1)

Give serious consideration to what people will think of you if your ideas do not work.

Discuss with other managers to identify the possible effects of your actions on others.

Implement your ideas as soon as you have decided on the best course of action.

Make a presentation to other teams letting them know what you have done.

NEW QUESTION 53
What is a typical operational metric that is an output of Configuration Management?
(Choose 1)

How many CIs identified that are not authorised.

How many CIs each department has.

How many CIs relate to each IT system.

The cost of CIs arranged by department.

NEW QUESTION 54
What are two quality assurance methods for monitoring analyst productivity?
(Choose 2)

Random call monitoring.

Interactive voice response monitoring.

System network monitoring.

Regular KPI monitoring.

Video monitoring.

NEW QUESTION 55
What typical performance feature would you expect from your ACD?
(Choose 1)

The ability to route calls to correct customer groups.

The ability to route calls to a correctly skilled analyst.

The ability to eliminate 99% of abandoned call issues.

The ability to tell customers the analyst waiting time.

NEW QUESTION 56
What is the most important benefit of benchmarking?
(Choose 1)

Benchmarking identifies ways of reducing headcount.

Benchmarking justifies requesting additional money for the budget.

Benchmarking provides the basis for improvement initiatives.

Benchmarking removes the risk of outsourcing.

NEW QUESTION 57
What is the primary objective of customer satisfaction surveys?
(Choose 1)

Customer satisfaction surveys determine if the Service Desk is following the SLA.

Customer satisfaction surveys establish a basis for future pay rises.

Customer satisfaction surveys identify what customers feel is important.

Customer satisfaction surveys demonstrate to senior management that the Service Desk is in demand.

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