Free Access HDI.QQ0-301.v2022-06-06.q68 Practice Test (Page 3)

Question 6

What is the best criterion to use when deciding the type of support to provide to a customer?
(Choose 1)

A.The incidents impact on the business.

B.The support resources available.

C.Key performance indicators.

D.The customers authority level.

Question 7

What is the best reason for using instant messaging in a support environment?
(Choose 1)

A.Use instant messaging if the SLA prohibits deskside support.

B.Use instant messaging when the phone lines are all busy.

C.Use instant messaging if the analyst has poor phone skills.

D.Use instant messaging to provide fast and easy access to internal experts.

Question 8

What aspect of SLM should you bear in mind in an outsourcing situation?
(Choose 1)

A.SLAs in an outsourcing situation should include guaranteed use of named individuals.

B.SLAs in an outsourcing situation require less detail.

C.SLAs in an outsourcing situation should include guaranteed fix times.

D.SLAs in an outsourcing situation require greater detail.

Question 9

What process is used to document and monitor the Service Desks service objectives and goals?
(Choose 1)

A.Risk management.

B.Objective management.

C.Service level management.

D.Performance management.

Question 10

You have a member of your team who is well liked by customers and staff alike, and you receive many compliments about him. What is the most likely reason for this?
(Choose 1)

A.He is an empathic person.

B.He is a sympathetic person.

C.He is a flirt with an attractive smile.

D.He is a technical genius.

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