HDI QQ0-301 Prüfungsthemen:
| Abschnitt | Ziele |
|---|---|
| Thema 1: Personal- und Leistungsmanagement | - Teamführung und Kommunikation - Leistungskennzahlen und Berichtswesen |
| Thema 2: Betrieb des Service Desks | - Störungs- und Problemmangement - Änderungs- und Konfigurationsmanagement |
| Thema 3: Führung und Strategie im Service Desk | - Entwicklung von Strategien für den Service Desk - Ausrichtung des Service Desks an den Unternehmenszielen |
HDI Service Desk Manager (SDM) QQ0-301 Prüfungsfragen mit Lösungen
Frage #1
What is a best practice to follow when you are taking actions that will affect other departments or teams?
(Choose 1)
- A. Discuss with other managers to identify the possible effects of your actions on others.
- B. Make a presentation to other teams letting them know what you have done.
- C. Implement your ideas as soon as you have decided on the best course of action.
- D. Give serious consideration to what people will think of you if your ideas do not work.
Antwort: A 🗳️
Frage #2
What is the primary benefit of IT Service Continuity Management in a disaster situation?
(Choose 1)
- A. Effective recovery of business systems.
- B. Improved management of risk and resources.
- C. Meeting regulatory requirements.
- D. Lower future insurance premiums.
Antwort: A 🗳️
Frage #3
What is the most likely benefit of implementing a knowledge management system in a Service Desk?
(Choose 1)
- A. Implementing a knowledge management system helps build rapport among teams in the Service Desk.
- B. Implementing a knowledge management system increases the customers dependency on support services.
- C. Implementing a knowledge management system supports computer telephony integration.
- D. Implementing a knowledge management system allows customers to troubleshoot all of their own incidents.
Antwort: A 🗳️
Frage #4
Which statement most accurately describes what must be included in an IT change management process?
(Choose 1)
- A. The service level agreement must be modified to include the change.
- B. The Service Desk must commit to the change even if it fails.
- C. Any cross-cultural communication issues must be rectified.
- D. The possible risks of the proposed change must be assessed.
Antwort: D 🗳️
Frage #5
What is the purpose of a vision statement?
(Choose 1)
- A. To provide a longer term view of what the Service Desk wishes to become.
- B. To develop a strategy for business enhancements.
- C. To inform customers about strategy outcomes and benefits.
- D. To stretch peoples capabilities to the maximum.
Antwort: A 🗳️
791 Kundenbewertungen
