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

1. What is the most likely advantage of off-site outsourcing?
(Choose 1)

A) Off-site outsourcing increases capital expenditure and headcount.
B) Off-site outsourcing reduces capital expenditure and headcount.
C) Off-site outsourcing increases capital expenditure and reduces headcount.
D) Off-site outsourcing reduces capital expenditure and increases headcount.

2. What is the primary benefit of monitoring incidents in the Service Desk?
(Choose 1)

A) Monitoring incidents keeps problems to a minimum.
B) Monitoring incidents allows you to react quickly to unforeseen situations.
C) Monitoring incidents allows you to address situations proactively.
D) Monitoring incidents keeps track of important customers.

3. What are two reasonable expectations of customers when contacting the Service Desk?
(Choose 2)

A) Customers should expect service desk staff to be expert in all technology areas.
B) Customers should expect their status in the organisation to be recognized.
C) Customers should expect the service desk to provide value for the money spent on it.
D) Customers should expect a consistent response to their requirements.
E) Customers should expect all incidents to be fixed at first point of contact.

4. Which is the best example of one-way information gathering?
(Choose 1)

A) Receiving an e-mail from the customer.
B) Requesting that the customer fill out a questionnaire.
C) Asking the customer questions on the phone.
D) Conducting a face-to face interview with the customer.

5. 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.

問題與答案：