Free Access HDI.QQ0-301.v2022-04-26.q65 Practice Test (Page 13)

Question 56

As a manager, how can you best adapt yourself to new and changing demands to maintain and enhance your personal development?
(Choose 1)

A.Practice formal time management.

B.Stick to your strengths and positive attributes.

C.Control your own working time and environment.

D.Take on projects that are outside your comfort zone.

Question 57

If a member of your team is unable to converse easily with a customer, due to lack of sufficient fluency in their language, which courses of action would be the best to take?
(Choose 2)

A.Ask a colleague on the service desk to take the call instead of you.

B.Ask the customer to find a translation service and call you back.

C.Ask the customer if a colleague at their site can help with the conversation.

D.Ask the customer to e-mail them later.

Question 58

What are two of the best reasons for recording and analysing Service Desk metrics?
(Choose 2)

A.Metrics are used to provide justification for salary increases.

B.Metrics are used to provide information to management.

C.Metrics are used to determine scheduling needs.

D.Metrics are used to assess the number of changes planned.

Question 59

Identify one of the primary tasks in organising your resources.
(Choose 1)

A.Get senior management approval for the resource plan.

B.Draw up a monthly rota of shift patterns.

C.Organise frequent motivational sessions with your team.

D.Align resources to projects or activities.

Question 60

Where would you be most likely to find a values statement?
(Choose 1)

A.Marketing pamphlets.

B.ROI description.

C.Mission statement.

D.Vision statement.

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Question 56

Question 57

Question 58

Question 59

Question 60

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