QQ0-301 Actual Questions Answers PDF 100% Cover Real Exam Questions [Q66-Q83]

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QQ0-301 Actual Questions Answers PDF 100% Cover Real Exam Questions

QQ0-301 Exam questions and answers

QUESTION 66
Which one is a critical success factor for IT Service Continuity Management?
(Choose 1)

SLA measures are never impacted.

The whole IT organisation is aware of the business and service continuity plan.

IT risk is spread over two or more sites.

The CIO has up to date information all the time.

QUESTION 67
Which statement best describes IT asset management?
(Choose 1)

IT asset management controls the Service Desks hardware.

IT asset management is a comprehensive IT library.

IT asset management is lifecycle management for IT equipment.

IT asset management restricts the improper use of software.

QUESTION 68
Which statement best describes a service level agreement?
(Choose 1)

The SLA is a document created by Service Desk management.

The SLA is a document that sets expectations for customers and the Service Desk.

The SLA is an agreement to manage changes to services that may be required.

The SLA is an agreement with other internal support groups.

QUESTION 69
What is the best description of a code of conduct?
(Choose 1)

A code of conduct defines the parameters for standard operating procedures.

A code of conduct explains what is expected of employees.

A code of conduct serves as a foundation for business practices.

A code of conduct provides details of how to instigate a libel action.

QUESTION 70
What are two important actions to take to remove barriers and gain support for projects?
(Choose 2)

Determine your team requirements to support the central objectives.

Ensure that all projects comply with the service level agreement.

Guarantee that Service Desk resources are available.

Verify that other departments / teams support the project and its objectives.

Ensure all projects have a documented business case.

QUESTION 71
What is the best description of organisational change management?
(Choose 1)

Organisational change management is a standard that guides development activities.

Organisational change management is a strategic, integrated management system for achieving customer satisfaction.

Organisational change management is a process designed to carry out changes to the organisations structure in a co-ordinated and project-based manner.

Organisational change management is the process designed to analyse activities to reduce or eliminate certain activities or costs.

QUESTION 72
What is a typical day-to-day task for a manager?
(Choose 1)

Continually revise operating plans.

Recruit and retrain staff.

Control and co-ordinate activities.

Plan out each day for every staff member.

QUESTION 73
What are two critical success factors for Problem management?
(Choose 2)

The cost of IT to the business is justified.

The proper classification of incidents is consistent.

The cost of IT to the business is reduced.

The impact of problems on business activity is eliminated.

The quality of service is stabilised.

QUESTION 74
You have worked hard to develop good working relationships with your team members. What are the two best actions you can take to maintain this situation?
(Choose 2)

Develop a plan that enables them to move out of the team and into other support teams.

Identify other skills they have and find ways in which they can use them.

Delegate key decision-making to create a learning curve for potential supervisors.

Develop a skills matrix and training plan.

QUESTION 75
What are two key operational metrics for release management activities?
(Choose 2)

The number of new hardware releases requested by customers over a period of time.

The number of incremental software releases over a period of time.

The number of CIs added to the CMDB (Configuration Management Database) over a period of time.

The number of problems recorded in the problem management database that are attributable to releases over a period of time.

QUESTION 76
What is the best way that you, as a Service Manager, can anticipate problems, develop contingency plans and sustain progress?
(Choose 1)

Visualise your next management position.

Delegate responsibility for each phase of an initiative.

Undertake a gap analysis.

Undertake a risk analysis for each phase of an initiative.

QUESTION 77
Which is the best tool for tracking the number of abandoned calls to the Service Desk?
(Choose 1)

Automatic call distributor.

Call management system.

Incident log.

Knowledgebase.

QUESTION 78
You really want to encourage good teamwork in your Service Desk. Which of these activities is the best one to undertake to help you to achieve your objective?
(Choose 1)

Encourage the personalisation of workstations.

Organise regular team social events.

Work together to accomplish common goals.

Ensure a secure working environment.

QUESTION 79
Which factor must be identified for successful service continuity planning?
(Choose 1)

Identify critical applications and their business continuity requirements.

Identify offices that are located near airports or city centres.

Identify senior executives and where they live.

Identify which seasonal factors affect the electrical power supply systems.

QUESTION 80
Following a team discussion about customer satisfaction levels, a team member approaches you with several ideas on how to better understand customer needs and expectations. You ask them to produce a presentation for the next team meeting. What three leadership characteristics did you use?
(Choose 3)

Encouraging creativity.

Encouraging participation.

Encouraging team building.

Execution of plans.

Effective delegation.

QUESTION 81
What is the most likely benefit of implementing a knowledge management system in a Service Desk?
(Choose 1)

Implementing a knowledge management system allows customers to troubleshoot all of their own incidents.

Implementing a knowledge management system helps build rapport among teams in the Service Desk.

Implementing a knowledge management system increases the customers dependency on support services.

Implementing a knowledge management system supports computer telephony integration.

QUESTION 82
What are two quality assurance methods for monitoring analyst productivity?
(Choose 2)

Random call monitoring.

Interactive voice response monitoring.

System network monitoring.

Regular KPI monitoring.

Video monitoring.

QUESTION 83
What is the primary goal of problem management?
(Choose 1)

The primary goal of problem management is to eliminate the cause of incidents.

The primary goal of problem management is to reduce the number of incidents.

The primary goal of problem management is to resolve incidents quickly.

The primary goal of problem management is to restore normal service.

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QQ0-301 Actual Questions Answers PDF 100% Cover Real Exam Questions [Q66-Q83]

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