QQ0-301 무료 덤프문제 온라인 액세스

What is the most likely disadvantage of outsourcing?
(Choose 1)

• A.Outsourcing can cause you to lose your organisational assets.
• B.Outsourcing can cause you to lose personnel to the outsourcers support team.
• C.Outsourcing can cause you to lose your corporate identity.
• D.Outsourcing can drastically change the types support services that are offered.

What is the best description of the Service Desks role in the Incident Management process?
(Choose 1)

• A.The Service Desk determines the root cause of all incidents.
• B.The Service Desk passes all incidents to the problem management team.
• C.The Service Desk documents all important customer requests for service.
• D.The Service Desk monitors all incidents until they are closed.

You are asked by your IT Director to write a report for the Board on the manner in which the Service Desk is supporting the strategic plans of the organisation. What key point does this request demonstrate?
(Choose 1)

• A.That your request for additional service desk staff will be agreed to.
• B.That your marketing strategy is succeeding.
• C.That your offering to work over the holiday period has been appreciated and this is a way to get you noticed.
• D.That your understanding of the expected and desired role of the Service Desk is recognized.

You have a member of your team who is well liked by customers and staff alike, and you receive many compliments about him. What is the most likely reason for this?
(Choose 1)

• A.He is a sympathetic person.
• B.He is a technical genius.
• C.He is an empathic person.
• D.He is a flirt with an attractive smile.

What are three critical success factors for Incident management?
(Choose 3)

• A.Consistency in service quality.
• B.Processes are adhered to.
• C.Service level requirements are known and understood.
• D.The cost of the new call management system is proven.
• E.All incident logs contain greater detail.