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Exam Code:QQ0-301
Exam Name:HDI Service Desk Manager (SDM)
Certification Provider:HDI
Free Question Number:72
Version:v2022-03-08
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# of Questions views:1748
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Exam Question List
Question 1: Which two of these are not core activities of IT Service Con...
Question 2: What is the most important factor when developing a workforc...
Question 3: What are two of the best reasons for recording and analysing...
Question 4: Your team is expected to resolve most incidents and problems...
Question 5: When recruiting new members for your team, what are two of t...
Question 6: What is the best description of knowledge management? (Choos...
Question 7: What are three advantages of using self-service tools in a S...
Question 8: What are two quality assurance methods for monitoring analys...
Question 9: Which of these models could you best use in an IT support en...
Question 10: What are the two best descriptions of a team player? (Choose...
Question 11: What is the most likely benefit of implementing a knowledge ...
Question 12: Which of the following best demonstrates the success of Serv...
Question 13: What is a negative effect of stress? (Choose 1)...
Question 14: Identify one of the key planning tasks a manager must carry ...
Question 15: What is the best criterion to use when deciding the type of ...
Question 16: Which of these is important for controlling and co-ordinatin...
Question 17: What is a primary objective for using self-service tools in ...
Question 18: Which tool allows the Service Desk to view key performance i...
Question 19: What is the primary objective of customer satisfaction surve...
Question 20: Identify one of the primary tasks in organising your resourc...
Question 21: Which process within the Service Desk focuses on capturing, ...
Question 22: What is one of the main benefits of incident monitoring? (Ch...
Question 23: What delivery methods could you use to dynamically speed up ...
Question 24: You have a member of your team who is well liked by customer...
Question 25: What is the primary benefit of monitoring incidents in the S...
Question 26: Which statement best describes IT asset management? (Choose ...
Question 27: Which is the best tool for tracking the number of abandoned ...
Question 28: Which metric would management expect to see and use from con...
Question 29: What is the best description of scheduling? (Choose 1)...
Question 30: What is a key requirement for effective Risk Management? (Ch...
Question 31: What are two key operational metrics for release management ...
Question 32: What are two key objectives of having a good marketing strat...
Question 33: If a member of your team is unable to converse easily with a...
Question 34: What three steps should be included when calculating Return ...
Question 35: What is the most likely advantage of off-site outsourcing? (...
Question 36: What is the most important benefit of IT configuration manag...
Question 37: What are two key reasons for undertaking a gap analysis of y...
Question 38: Which three are typical characteristics of successful projec...
Question 39: Which is considered to be a business best practice quality m...
Question 40: What is the most likely disadvantage of outsourcing? (Choose...
Question 41: Which is the best reason for support analysts to follow stan...
Question 42: Customers seem reluctant to engage with SLAs. What two argum...
Question 43: Which is a framework or standard for service desk best pract...
Question 44: Which would be a characteristic of an effective mentor? (Cho...
Question 45: How would you measure the success of Problem Management? (Ch...
Question 46: What typical performance feature would you expect from your ...
Question 47: Following a team discussion about customer satisfaction leve...
Question 48: What is a best practice for negotiating successfully with cu...
Question 49: What are three key indicators that show that one of your tea...
Question 50: What is the most important reason for documenting processes ...
Question 51: What is the best reason for using instant messaging in a sup...
Question 52: Which definition best describes an IT service catalogue? (Ch...
Question 53: Which best describes the order for developing the Service Le...
Question 54: What is the most important benefit of benchmarking? (Choose ...
Question 55: Which actions are most likely to help you develop clear stra...
Question 56: What is a key benefit of self-healing tools? (Choose 1)...
Question 57: What is an essential key performance indicator to ensure tha...
Question 58: What is the best description of the Service Desks role in th...
Question 59: Which factor must be identified for successful service conti...
Question 60: Which is the key benefit to be achieved from Incident Manage...
Question 61: Your team is working hard, and the atmosphere is busy but fr...
Question 62: What is the most likely benefit of introducing an organisati...
Question 63: What are two of the best uses of self-service technology? (C...
Question 64: One of the weaker members of your team has displayed a small...
Question 65: What is the greatest benefit of implementing an IT change ma...
Question 66: A customer calls from within your office complex. They are h...
Question 67: What are two of the key roles of the Service Desk in most or...
Question 68: What are the two best descriptions of the role of telephone ...
Question 69: What are two key objectives of the IT change management proc...
Question 70: You are giving a presentation to other support teams that ex...
Question 71: What is the best description of remote control support? (Cho...
Question 72: What should be the focus for developing a Configuration Mana...