Free Access HDI.QQ0-301.v2022-06-06.q68 Practice Test (Page 11)

Question 46

You are the Service Desks manager and you have been tasked to develop an operational level agreement. With which group are you most likely to be negotiating this agreement?
(Choose 1)

A.Senior management.

B.Another internal support team.

C.A first level support team.

D.A customer focus group.

Question 47

What is the formula for calculating return on investment?
(Choose 1)

A.((Value - Cost) / Cost) * 100

B.Value / Cost *100

C.Cost / Value *100

D.(Cost - Value) / Value *100

Question 48

What is a key requirement for successful project management?
(Choose 1)

A.A key requirement for successful project management is to define project objectives.

B.A key requirement for successful project management is to define your role in the project.

C.A key requirement for successful project management is to define co-operative activities.

D.A key requirement for successful project management is to define stand-alone activities.

Question 49

The success of SLAs can be evaluated by which measure?
(Choose 1)

A.Improved quality of the Configuration Management Database (CMDB).

B.Reduction in Service Desk headcount.

C.Increase in customer satisfaction.

D.Increased incidents logged.

Question 50

You are giving a presentation to other support teams that explains why your service desk is implementing a Customer Satisfaction Survey programme. What two techniques should you use to ensure that your audience is engaged with what you are telling them?
(Choose 2)

A.Ask them some open questions.

B.Provide tea and biscuits for them.

C.Tell them that they will not be involved - directly or indirectly.

D.Describe a possible scenario for the situation three months after the survey.

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Question 46

Question 47

Question 48

Question 49

Question 50

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