Free Access HDI.QQ0-301.v2022-12-24.q71 Practice Test (Page 7)

Question 26

What is the relationship between the Service Desks average speed to Answer and its abandon rate?
(Choose 1)

A.If the average speed to Answer is high then the abandon rate is likely to be high.

B.If the average speed to Answer is low then the abandon rate is likely to be high.

C.If the average speed to Answer is high then the abandon rate is likely to be low.

D.The average speed to Answer has no effect on the abandon rate.

Question 27

You have been asked to create a knowledgebase by your IT service director. What three activities should you undertake to enable a satisfactory outcome to this task?
(Choose 3)

A.Establish review procedures to test the structure of the knowledgebase.

B.Review all solutions to verify their validity and content.

C.Evaluate information to assure conformity with the required standards.

D.Delegate the task to your team leaders as part of their development programme.

E.Request a part-time resource to assist you with the task.

Question 28

You have been tasked with conducting a SWOT analysis of the Service Desk.
What is the best description of what you will be required to do? (Choose 1)

A.Identify its size, wants, outages and tactics.

B.Identify its strengths, wants, organisation and threats.

C.Identify its strengths, weaknesses, opportunities and threats.

D.Identify its successes, weaknesses, opportunities and threats. nArialZ br

Question 29

What is the most important reason for documenting processes and procedures?
(Choose 1)

A.Documenting processes and procedures provides information for subject matter experts.

B.Documenting processes and procedures encourages adherence to policies and procedures.

C.Documenting processes and procedures allows analysts to display their creative sides.

D.Documenting processes and procedures is a requirement for incident management.

Question 30

What is considered to be a type of one-way information gathering?
(Choose 1)

A.Voice mail.

B.Using open questions.

C.Chat room.

D.Telephone conversation.

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