QQ0-301 무료 덤프문제 온라인 액세스

You are the Service Desks manager and you have been tasked to develop an operational level agreement. With which group are you most likely to be negotiating this agreement?
(Choose 1)

• A.Senior management.
• B.A customer focus group.
• C.A first level support team.
• D.Another internal support team.

What is coaching?
(Choose 1)

• A.The process of helping to enable the team to build their strengths based on a co-operative relationship.
• B.How to structure a dynamic team.
• C.Showing staff examples of excellent performance so they can follow the lead.
• D.Getting better performing staff to work with poorer performers to show them how to do better.

What are two important actions to take to remove barriers and gain support for projects?
(Choose 2)

• A.Guarantee that Service Desk resources are available.
• B.Ensure all projects have a documented business case.
• C.Determine your team requirements to support the central objectives.
• D.Ensure that all projects comply with the service level agreement.
• E.Verify that other departments / teams support the project and its objectives.

Which two statements best describe leadership in a Service Desk?
(Choose 2)

• A.A Service Desk leader focuses on process rather than efficiency.
• B.A Service Desk leader defines the tasks required.
• C.A Service Desk leader leads by example.
• D.A Service Desk leader sides with staff against customers.

What is the best description of a code of conduct?
(Choose 1)

• A.A code of conduct provides details of how to instigate a libel action.
• B.A code of conduct serves as a foundation for business practices.
• C.A code of conduct explains what is expected of employees.
• D.A code of conduct defines the parameters for standard operating procedures.