HDI Service Desk Manager (SDM) - QQ0-301 Exam Practice Test

A. Provided opportunities for development.

B. Offered low basic salaries with high performance related pay possibilities.

C. Explained the teams goals and objectives.

D. Offered your team involvement in decisions that affect them.

E. Developed a scheme that rewards star performers.

F. Provided daily donuts and fruit juice for all the team.

A. It speeds up the process of getting them to a level of acceptable competency.

B. It creates a sense of security for the new team member.

C. They have less need to refer to the standard operating procedures.

D. To be assigned as a buddy is part of your teams KPIs.

A. Automatic call distributor.

B. Call management system.

C. Incident log.

D. Knowledgebase.

A. Ensure your team understands the roles and responsibilities of other teams.

B. Communicate the project, goals and objectives of the Service Desk.

C. Develop strategies that allow the Service Desk to be recognised as the leader in all support requirements.

D. Develop plans that allow other teams to be seen as fundamental to successful support activities.

A. Understands business direction.

B. Continually champions the business goals and culture.

C. Demands extra effort to meet deadlines.

D. Develops effective procedures and implements them.

A. A periodic survey.

B. An ongoing survey.

C. A one-off survey.

D. An e-mail survey.

A. Providing deskside support allows incidents to be resolved when they cannot be resolved remotely.

B. Providing deskside support removes the emotional aspect of the incident.

C. Providing deskside support gives the deskside support agent enough work to justify her employment.

D. Providing deskside support resolves incidents faster than by handling them on the phone.

A. IT Service Management means that IT services are visibly controlled by the organisation.

B. IT Service Management means that organisational needs are controlled by IT services.

C. IT Service Management aligns IT services to the organisations needs.

D. IT Service Management aligns business services to IT services.