Online Access Free QQ0-301 Practice Test

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 supports computer telephony integration.
• C.Implementing a knowledge management system allows customers to troubleshoot all of their own incidents.
• D.Implementing a knowledge management system increases the customers dependency on support services.

What is the most likely advantage of off-site outsourcing?
(Choose 1)

• A.Off-site outsourcing increases capital expenditure and headcount.
• B.Off-site outsourcing increases capital expenditure and reduces headcount.
• C.Off-site outsourcing reduces capital expenditure and increases headcount.
• D.Off-site outsourcing reduces capital expenditure and headcount.

Which of these is a method for monitoring incidents?
(Choose 1)

• A.Listening to customer/analyst calls.
• B.Reviewing the incident log daily by type of incident.
• C.Regularly checking on the incident management knowledgebase.
• D.Carrying out regular customer follow-ups and satisfaction surveys.

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 stretch peoples capabilities to the maximum.
• D.To inform customers about strategy outcomes and benefits.

You manage an internal Service Desk and are about to roll out a major project.
Call volume is expected to increase as a result and you are looking for outside help from another organisation.
You require the organisations staff to work on your site. What best describes the solution you are considering? (Choose 1)

• A.Insourcing.
• B.Recruiting. rialZ br
• C.Off-site outsourcing.
• D.On-site outsourcing.