Free HDI QQ0-301 Exam Dumps Questions & Answers

You have recently implemented structured information gathering for some aspects of the support offered by your team. What is the best description of this method of acquiring information?
(Choose 1)

• A.  Asking questions in a predefined sequence and format.
• B.  Asking customers to use email when requesting assistance.
• C.  Asking the questions required to enable you to complete a task.
• D.  Asking the questions that you have been told to ask.

You are arranging a strategy planning meeting with representatives from IT and other areas within the organisation. What two actions must you take to ensure a successful meeting?
(Choose 2)

• A.  Provide adequate notice of the meeting to participants.
• B.  Produce a list of possible participants.
• C.  Provide an adequate room with plenty of refreshments.
• D.  Work to flexible timings according to individual preferences.
• E.  Practice effective time management.

What is the best reason for having security policies in a Service Desk?
(Choose 1)

• A.  Security policies are required by IT management.
• B.  Security policies ensure that security is everyones concern.
• C.  Security policies safeguard the Service Desks staff from liability.
• D.  Security policies protect the company and customers from unauthorised access.

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

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

You manage an internal Service Desk and are about to roll out a major project.
Call volume is expected to increase as a result and you are looking for outside help from another organisation.
You require the organisations staff to work on your site. What best describes the solution you are considering? (Choose 1)

• A.  Off-site outsourcing.
• B.  On-site outsourcing.
• C.  Recruiting. rialZ br
• D.  Insourcing.