Online Access Free QQ0-301 Exam Questions

Which two statements best describe leadership in a Service Desk?
(Choose 2)

• A.A Service Desk leader defines the tasks required.
• B.A Service Desk leader focuses on process rather than efficiency.
• C.A Service Desk leader sides with staff against customers.
• D.A Service Desk leader leads by example.

What is the most accurate description of staffing?
(Choose 1)

• A.Ensuring that you staff according to the objectives of ITSM.
• B.Ensuring that adequate staff are available to provide IT services as defined in the SLA.
• C.Ensuring that unplanned absences are allowed for in the rota.
• D.Ensuring that shifts all have the same number of staff.

Which one is a critical success factor for IT Service Continuity Management?
(Choose 1)

• A.IT risk is spread over two or more sites.
• B.The whole IT organisation is aware of the business and service continuity plan.
• C.SLA measures are never impacted.
• D.The CIO has up to date information all the time.

What are the two best descriptions of the role of telephone support?
(Choose 2)

• A.It is the most cost-effective method of support.
• B.It is the preferred method of support for all customers.
• C.It may offer levels II and III support.
• D.It uses an effective process for call escalation if the analyst is unable to resolve the call.

Which two of the following are key components of a marketing programme?
(Choose 2)

• A.Targeting messages to all IT.
• B.Planning and scheduling ongoing communication.
• C.Defining the message and communicating to the relevant audience.
• D.Communication to all stakeholders in a similar manner.
• E.Identifying the key customers.