최신HDI Service Desk Manager (SDM) - QQ0-301무료샘플문제

A. Showing staff examples of excellent performance so they can follow the lead.

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. Getting better performing staff to work with poorer performers to show them how to do better.

A. Develops effective procedures and implements them.

B. Continually champions the business goals and culture.

C. Demands extra effort to meet deadlines.

D. Understands business direction.

A. Reward them when they have displayed ongoing improvement for at least three months.

B. Recognise and reward their improvement promptly.

C. Compliment their improvement during their annual appraisal.

D. Ask your team leader to monitor their performance closely.

A. Always, without exception.

B. Only if the CIs are comprehensive.

C. Sometimes.

D. Always, where possible.

A. Your team is unsure of how to resolve the problem.

B. Your team is short-staffed due to training commitments.

C. Your team cannot resolve the problem using remote support methods.

D. Your team should be more visible in the company.

A. Work together to accomplish common goals.

B. Organise regular team social events.

C. Ensure a secure working environment.

D. Encourage the personalisation of workstations.

A. Self-service tools allow customers to access support at any time.

B. Self-service tools allow the Service Desk to be open for fewer hours.

C. Self-service tools allow for cost-effective service provision.

D. Self-service tools allow the Service Desk to reduce its headcount.

E. Self-service tools allow customers greater independence.

A. If the average speed to Answer is high then the abandon rate is likely to be high.

B. If the average speed to Answer is high then the abandon rate is likely to be low.

C. The average speed to Answer has no effect on the abandon rate.

D. If the average speed to Answer is low then the abandon rate is likely to be high.

A. Emphasise the details of the customers concerns.

B. Offer several options for the customer to choose from.

C. Maintain a strong and assertive stance towards the customer.

D. Seek clarity on the source of issues or problems.

A. Random call monitoring.

B. Regular KPI monitoring.

C. Interactive voice response monitoring.

D. System network monitoring.

E. Video monitoring.

A. Forms the core process element for incident management.

B. Is able to analyse and smooth resource peaks and troughs.

C. Helps customers fix problems more quickly.

D. Ability to record, track and manage incidents, problems and changes.

A. Interview each analyst to determine whether your analysts want to take international calls.

B. Use industry best practice as a benchmark and study successful companies that provide similar services.

C. Ask management for funds to train all your analysts in the languages that will be required by the project.

D. Find ways to employ analysts that speak all the languages that will require support services.

A. The primary goal of problem management is to reduce the number of incidents.

B. The primary goal of problem management is to resolve incidents quickly.

C. The primary goal of problem management is to eliminate the cause of incidents.

D. The primary goal of problem management is to restore normal service.