Free Access HDI.QQ0-301.v2022-06-06.q68 Practice Test (Page 14)

Question 61

You have just downsized your staff by 20 percent. Many members of staff have seen their friends laid-off. Frustration levels are high and support from the remaining staff is in question. What is the best action you can take to provide a positive outlook to your staff?
(Choose 1)

A.Concentrate on the goals of the organisation.

B.Network with your peers to discuss the situation.

C.Give everyone the day off.

D.Hold a roundtable discussion to allow the staff to vent.

Question 62

Why would you carry out an annual customer satisfaction survey?
(Choose 1)

A.To show the percentage of customers using the latest system releases.

B.To establish customer perception of the Service Desk over the period.

C.In order to boost the Service Desks image and morale.

D.To identify customers who need better IT education.

Question 63

Part of your induction programme for a new starter includes assignment of a buddy for the duration of their induction. What are two of the most important reasons for doing this?
(Choose 2)

A.They have less need to refer to the standard operating procedures.

B.It speeds up the process of getting them to a level of acceptable competency.

C.It creates a sense of security for the new team member.

D.To be assigned as a buddy is part of your teams KPIs.

Question 64

Which of the following best describes error control?
(Choose 1)

A.Identifying errors to be addressed by Change Management.

B.Identifying underlying causes of incidents.

C.Proactive management of problems.

D.Managing the error process.

Question 65

When recruiting new members for your team, what are two of the actions you should undertake to ensure that your recruitment strategy is effective?
(Choose 2)

A.Perform a gap analysis of your team.

B.Offer a low starting salary but describe a possible career path.

C.Ensure the age and gender balance is equal.

D.Make sure job descriptions are accurate.

E.Recruit staff who are younger than you.

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Question 61

Question 62

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Question 64

Question 65

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