Free Access HDI.QQ0-301.v2022-04-26.q65 Practice Test (Page 5)

Question 16

You have been tasked with conducting a SWOT analysis of the Service Desk.
What is the best description of what you will be required to do? (Choose 1)

A.Identify its strengths, wants, organisation and threats.

B.Identify its strengths, weaknesses, opportunities and threats.

C.Identify its successes, weaknesses, opportunities and threats. nArialZ br

D.Identify its size, wants, outages and tactics.

Question 17

You have been asked to market the Service Desk by producing a newsletter. What information in the newsletter is most likely to improve the Service Desks reputation and visibility?
(Choose 1)

A.Staff biography.

B.Customer of the month.

C.Performance measurements.

D.A company events calendar.

Question 18

What two actions will help you to establish good relationships with other support teams?
(Choose 2)

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.

Question 19

What is one increasingly common Service Desk technology?
(Choose 1)

A.Network monitoring software.

B.Desktop system failure software.

C.Electronic paging boards.

D.Knowledge management systems.

Question 20

What is the best description of off-site outsourcing?
(Choose 1)

A.Off-site outsourcing is the use of a 3rd party to complement the services your team provide.

B.Off-site outsourcing is the structured downsizing of a Service Desk.

C.Off-site outsourcing is the use of an external supplier to provide required services for your organisation, using their own facilities.

D.Off-site outsourcing is a poor substitute for loyal employees.

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Question 16

Question 17

Question 18

Question 19

Question 20

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