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最新的 HDI World wide Certification QQ0-301 免費考試真題:

1. What is a primary benefit of having security policies in a Service Desk?
(Choose 1)

A) Security levels are agreed, measured and monitored.
B) Security policies allow the Service Desk to stay open later.
C) Security policies limit Internet access for all of the companys employees.
D) Security policies ensure that customers cannot carry out illegal transactions.

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

A) Telephone conversation.
B) Chat room.
C) Using open questions.
D) Voice mail.

3. What is an objective of a quality assurance programme?
(Choose 1)

A) To agree with the customer about how IT services should be delivered.
B) To determine the number of Service Desk staff required.
C) To align IT and business resource management.
D) To achieve continuous improvement of the cost effectiveness of IT services.

4. What is the best description of self-healing tools?
(Choose 1)

A) Self-healing tools immediately dispatch an engineer when a customer makes a request.
B) Self-healing tools remove the emotion from a support request.
C) Self-healing tools allow an analyst to control a customer desktop remotely.
D) Self-healing tools identify when a problem has occurred and automatically corrects it.

5. What are three key indicators that show that one of your team might be undergoing stress in their life?
(Choose 3)

A) They are supporting a new application that they dont like and are reluctant to talk to the development team about it.
B) They are often late for work and get irritable when it is mentioned.
C) They have a lot of folders open on their desk and always appear to have too much work to do.
D) They seem to get into a lot of arguments and are always very cynical.

問題與答案：