Free HDI QQ0-301 Exam Dumps Questions & Answers

What is the best description of the mission statement for a Service Desk?
(Choose 1)

• A.The Service Desks mission statement informs customers of strategies for improvement.
• B.The Service Desks mission statement documents future services to be provided.
• C.The Service Desks mission statement explains how service levels will be met.
• D.The Service Desks mission statement describes the purpose of the desk, the services provided and the manner of their delivery.

Real-time, virtual and decentralised are all examples of what aspect of support?
(Choose 1)

• A.Service Desks.
• B.Change management.
• C.Release management.
• D.Warehouse management systems.
• E.Distribution centres.

When recruiting new members for your team, what are two of the actions you should undertake to ensure that your recruitment strategy is effective?
(Choose 2)

• A.Perform a gap analysis of your team.
• B.Recruit staff who are younger than you.
• C.Ensure the age and gender balance is equal.
• D.Make sure job descriptions are accurate.
• E.Offer a low starting salary but describe a possible career path.

Which statement best describes a service level agreement?
(Choose 1)

• A.The SLA is an agreement to manage changes to services that may be required.
• B.The SLA is an agreement with other internal support groups.
• C.The SLA is a document that sets expectations for customers and the Service Desk.
• D.The SLA is a document created by Service Desk management.

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