Free HDI QQ0-301 Exam Dumps Questions & Answers

What is the best description of the activities of the incident management process?
(Choose 1)

• A.  Incident management identifies the departments responsible for generating the most incidents.
• B.  Incident management records, documents and categorises all incidents or requests.
• C.  Incident management performs root cause analysis on each incident or request.
• D.  Incident management ensures affected customers are using only approved workarounds.

Which manager would be most likely to provide metrics on the number of RFCs submitted as a result of problems?
(Choose 1)

• A.  The Change manager.
• B.  The Problem manager.
• C.  The Release manager.
• D.  The Service Desk manager.

You are introducing a self-service option as another channel of support for your customers to use. What three things will this will enable them to do?
(Choose 3)

• A.  Find details of password reset options.
• B.  Find out where the nearest technology suppliers are based.
• C.  Update contact information.
• D.  Request a change to their work schedule.
• E.  Discover what the SLA contains.

Which two actions will best provide you with the practical means for understanding cultural differences?
(Choose 2)

• A.  Visiting other countries.
• B.  Studying another language. r> D.Self-healing tools remove the emotion from a support request.
• C.  Undertaking research on successful multinational.
• D.  Reading books on outsourcing in other regions.
• E.  Watching foreign films.

What is the purpose of a vision statement?
(Choose 1)

• A.  To stretch peoples capabilities to the maximum.
• B.  To inform customers about strategy outcomes and benefits.
• C.  To provide a longer term view of what the Service Desk wishes to become.
• D.  To develop a strategy for business enhancements.