QQ0-301 무료 덤프문제 온라인 액세스

Which of these is important for controlling and co-ordinating activities?
(Choose 1)

• A.Set task priorities to meet senior management directives.
• B.Set rigid target deadlines for each tasks activities.
• C.Delegate and empower where appropriate.
• D.Oversee all day-to-day tasks.

What is a good way of encouraging staff to develop their skills?
(Choose 1)

• A.Allow them to choose their own skills development path.
• B.Send them on interesting courses.
• C.Develop education programmes that reward initiative.
• D.Encourage the HR department to work with your team.

How would you measure the success of Problem Management?
(Choose 2)

• A.Reduced cost per call.
• B.A reduced number of incidents at the Service Desk.
• C.A reduced number of changes.
• D.A reduction in the time taken to resolve known errors.

You have been asked to market the Service Desk by producing a newsletter. What information in the newsletter is most likely to improve the Service Desks reputation and visibility?
(Choose 1)

• A.Performance measurements.
• B.A company events calendar.
• C.Staff biography.
• D.Customer of the month.

Your team is expected to resolve most incidents and problems themselves without sending deskside personnel to support the customer. However, there are occasions when the team needs to offer deskside support. What is the best reason for using deskside support?
(Choose 1)

• A.Your team should be more visible in the company.
• B.Your team is short-staffed due to training commitments.
• C.Your team is unsure of how to resolve the problem.
• D.Your team cannot resolve the problem using remote support methods.