Free HDI QQ0-301 Exam Dumps Questions & Answers

Part of your induction programme for a new starter includes assignment of a buddy for the duration of their induction. What are two of the most important reasons for doing this?
(Choose 2)

• A.It speeds up the process of getting them to a level of acceptable competency.
• B.It creates a sense of security for the new team member.
• C.They have less need to refer to the standard operating procedures.
• D.To be assigned as a buddy is part of your teams KPIs.

What process is used to document and monitor the Service Desks service objectives and goals?
(Choose 1)

• A.Service level management.
• B.Risk management.
• C.Performance management.
• D.Objective management.

What is the difference between incident management and problem management?
(Choose 1)

• A.Problem management prevents customers from calling; incident management handles calls when customers do call.
• B.Problem management finds and eliminates the underlying causes of incidents; incident management resolves incidents as quickly as possible.
• C.Problem management is focused on helping customers; incident management is focused on processes and procedures.
• D.Problem management deals with conflicts within an SLA; incident management is independent of the SLA.

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

What typical performance feature would you expect from your ACD?
(Choose 1)

• A.The ability to route calls to correct customer groups.
• B.The ability to tell customers the analyst waiting time.
• C.The ability to route calls to a correctly skilled analyst.
• D.The ability to eliminate 99% of abandoned call issues.