Free Access HDI.QQ0-301.v2022-12-24.q71 Practice Test (Page 14)

Question 61

What is the most likely advantage of outsourcing?
(Choose 1)

A.Outsourcing improves staff morale.

B.Outsourcing transfers responsibility to the outsourcer.

C.Outsourcing provides defined and documented service levels.

D.Outsourcing eliminates the need for supervisors.

Question 62

What is the key benefit of telephone support?
(Choose 1)

A.It is faster than self-service.

B.It minimises the need for desk side support.

C.It provides an effective barrier against emotions.

D.It tells you about the customers emotional state.

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

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

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

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

Question 64

What is the most likely benefit of using IT asset management?
(Choose 1)

A.IT asset management minimises the impact that changes have on customers.

B.IT asset management allows you to determine the total cost of ownership for the Service Desk.

C.IT asset management protects the Service Desks assets in the event of a disaster.

D.IT asset management improves the accuracy of the knowledgebase.

Question 65

What best describes the goals of IT Service Management?
(Choose 1)

A.IT Service Management means that organisational needs are controlled by IT services.

B.IT Service Management means that IT services are visibly controlled by the organisation.

C.IT Service Management aligns IT services to the organisations needs.

D.IT Service Management aligns business services to IT services.

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Question 61

Question 62

Question 63

Question 64

Question 65

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