HDI Service Desk Manager (SDM) 認定 QQ0-301 試験問題:
1. Which is the key benefit to be achieved from Incident Management?
(Choose 1)
A) Operational targets reflect IT needs.
B) Accurate SLA reporting.
C) Improved customer feedback.
D) Reduced incidents.
2. You are planning to implement self-service as another option for your customers for their service and support requirements. What would you describe as three key customer benefits of this option?
(Choose 3)
A) It enables customers to check call status.
B) It allows customers to log their own requests and incidents.
C) It allows customers access to the knowledgebase.
D) It enables customers to make their own amendments to procedures.
E) It enables customers to update the schedules.
3. What is a key benefit of self-healing tools?
(Choose 1)
A) They provide the basis for self-service requirements.
B) They facilitate reduction in the cost of technology.
C) They support a greater number of staff at first level.
D) They allow for better use of IT personnel.
4. You are giving a presentation to other support teams that explains why your service desk is implementing a Customer Satisfaction Survey programme. What two techniques should you use to ensure that your audience is engaged with what you are telling them?
(Choose 2)
A) Ask them some open questions.
B) Tell them that they will not be involved - directly or indirectly.
C) Describe a possible scenario for the situation three months after the survey.
D) Provide tea and biscuits for them.
5. What is one of the main benefits of incident monitoring?
(Choose 1)
A) It ensures consistent first level responses.
B) It provides excellent examples of unique call handling techniques.
C) It identifies areas where analyst skills can be improved.
D) It allows regular assessment of incident types.
質問と回答：
| 質問 # 1 正解： C | 質問 # 2 正解： A、B、C | 質問 # 3 正解： D | 質問 # 4 正解： A、C | 質問 # 5 正解： C |
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