Online Access Free HDI.QQ0-301.v2022-04-26.q72 Practice Test (Page 11)

QQ0-301 Exam Question 46

What is a common type of customer satisfaction survey used by the Service Desk?
(Choose 1)

A.A selective survey.

B.A telephone survey to 25 customers a day.

C.An email survey scheduled for every Tuesday.

D.An annual or periodic survey.

QQ0-301 Exam Question 47

Which of the following best demonstrates the success of Service Level Management?
(Choose 1)

A.Detailed OLAs are agreed and in place.

B.Management buy-in is obtained.

C.Internal charging is introduced.

D.Incident management is in place.

QQ0-301 Exam Question 48

The success of SLAs can be evaluated by which measure?
(Choose 1)

A.Increase in customer satisfaction.

B.Reduction in Service Desk headcount.

C.Increased incidents logged.

D.Improved quality of the Configuration Management Database (CMDB).

QQ0-301 Exam Question 49

Which statement best describes a service level agreement?
(Choose 1)

A.The SLA is a document created by Service Desk management.

B.The SLA is an agreement with other internal support groups.

C.The SLA is a document that sets expectations for customers and the Service Desk.

D.The SLA is an agreement to manage changes to services that may be required.

QQ0-301 Exam Question 50

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)

A.Evaluate information to assure conformity with the required standards.

B.Establish review procedures to test the structure of the knowledgebase.

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

D.Review all solutions to verify their validity and content.

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

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