QQ0-301 試験問題を無料オンラインアクセス

What is the greatest benefit of implementing an IT change management process?
(Choose 1)

• A.The change management process prevents unauthorised changes from being made.
• B.The change management process improves the productivity of customers.
• C.The change management process eliminates the damage created by unnecessary changes.
• D.The change management process ensures that all changes will be successful.

Which is considered to be a business best practice quality model?
(Choose 1)

• A.HDI certification.
• B.COBIT.
• C.Six Sigma.
• D.CMM.

What is a key principle of negotiation with customers?
(Choose 1)

• A.Stick to the facts and ignore the customers emotions.
• B.Focus on the individual rather than on the resolution.
• C.Determine the customers underlying business need.
• D.Seek a solution that aligns with Support Centre policies and processes.

Customers seem reluctant to engage with SLAs. What two arguments can you use to convince them to become involved?
(Choose 2)

• A.SLAs allow customers the opportunity to criticise IT.
• B.IT will become more streamlined.
• C.IT can always deliver what customers want.
• D.SLAs will improve working relationships.
• E.IT can prioritise resources to address specific requirements.

Which best describes the order for developing the Service Level Management process?
(Choose 1)

• A.Set up SLA reporting, then get customers and IT signed off.
• B.Develop KPIs, then OLAs, then related SLAs within line contracts.
• C.Plan, negotiate, implement, deliver.
• D.Agree and sign off SLAs and OLAs, then build a service catalogue.