HDI Service Desk Manager (SDM) 認定 QQ0-301 試験問題:

1. Which of the following best describes error control?
(Choose 1)

A) Identifying errors to be addressed by Change Management.
B) Proactive management of problems.
C) Managing the error process.
D) Identifying underlying causes of incidents.

2. What are two of the key roles of the Service Desk in most organisations?
(Choose 2)

A) The key role of the Service Desk is to provide technical support services to the executives in a timely manner.
B) The key role of the Service Desk is to enforce service level agreements.
C) The key role of the Service Desk is to demonstrate its value to the organisation it serves.
D) The key role of the Service Desk is responsibility for the management of incidents.
E) The key role of the Service Desk is to ensure that all metrics are maintained and distributed.

3. What is a primary objective for using self-service tools in a Service Desk?
(Choose 1)

A) Self-service tools encourage more customers to call for support.
B) Self-service tools keep customers dependent on the Service Desk.
C) Self-service tools improve the rapport between customers and analysts.
D) Self-service tools provide consistent responses to repetitive requests.

4. What is coaching?
(Choose 1)

A) Getting better performing staff to work with poorer performers to show them how to do better.
B) How to structure a dynamic team.
C) The process of helping to enable the team to build their strengths based on a co-operative relationship.
D) Showing staff examples of excellent performance so they can follow the lead.

5. Which metric best reflects the knowledge level of the Service Desks staff?
(Choose 1)

A) First contact resolution.
B) Customer satisfaction.
C) Average speed to Answer.
D) Cost per incident.

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