Free Access HDI.QQ0-301.v2022-12-24.q71 Practice Test (Page 9)

What is the best description of rightsourcing?
(Choose 1)

A.Rightsourcing matches the right candidates for Service Desk vacancies.

B.Rightsourcing identifies the proper balance of outsourcing and other sourcing options.

C.Rightsourcing finds the most cost-effective service options for the Service Desk.

D.Rightsourcing determines the source of customer queries and matches them with solutions.

Which metric best reflects the knowledge level of the Service Desks staff?
(Choose 1)

A.Customer satisfaction.

B.First contact resolution.

C.Cost per incident.

D.Average speed to Answer.

What is an essential requirement for effective workforce scheduling?
(Choose 1)

A.Gaining support for your plans from the Company Accountant.

B.Ensuring that all shifts are staffed equally.

C.Adjusting expectations as needed.

D.Working out precise details for IT continuity situations.

Which is the best tool for tracking the number of abandoned calls to the Service Desk?
(Choose 1)

A.Automatic call distributor.

B.Knowledgebase.

C.Incident log.

D.Call management system.

What are two standard operational metrics for Change management?
(Choose 2)

A.How many CAB members attended meetings over a period of time.

B.How many RFCs have been discussed over a period of time.

C.How many RFCs have been rejected over a period of time.

D.How many RFCs have been submitted over a period of time.

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