Free Access HDI.QQ0-301.v2022-12-24.q71 Practice Test (Page 10)

Question 41

What is the purpose of a vision statement?
(Choose 1)

A.To stretch peoples capabilities to the maximum.

B.To inform customers about strategy outcomes and benefits.

C.To provide a longer term view of what the Service Desk wishes to become.

D.To develop a strategy for business enhancements.

Question 42

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

A.SLAs in an outsourcing situation require greater detail.

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

C.SLAs in an outsourcing situation require less detail.

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

Question 43

What are three activities to take when developing the IT Service Continuity management process?
(Choose 3)

A.Undertake a business impact assessment.

B.Determine the strategy.

C.Perform risk analysis.

D.Implement stand-by procedures.

Question 44

Which is a method for assessing team development needs?
(Choose 1)

A.Knowledge management.

B.Benchmarking.

C.Call monitoring.

D.Skills gap analysis.

Question 45

Your team is expected to resolve most incidents and problems themselves without sending deskside personnel to support the customer. However, there are occasions when the team needs to offer deskside support. What is the best reason for using deskside support?
(Choose 1)

A.Your team is unsure of how to resolve the problem.

B.Your team should be more visible in the company.

C.Your team is short-staffed due to training commitments.

D.Your team cannot resolve the problem using remote support methods.

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