1225 お客様のコメント
質問 1：
What is used to set customer expectations? (Choose 1)
A. Work flow procedures.
B. Root cause processes.
C. Service level agreements.
D. Standard operating procedures.
正解：C
質問 2：
What two should be included in a disaster recovery (service continuity) plan? (Choose two)
A. Personnel identification and training.
B. A process to activate the plan.
C. Approval from Health and Safety.
D. Monthly statistics.
E. Finance details.
正解：A,B
質問 3：
What are the two most important points to remember in order to manage a call successfully? (Choose two)
A. Create a problem-solving work-flow.
B. Use the same terminology as the customer.
C. Clearly document the situation and the steps taken.
D. Give the customer something to do.
正解：B,C
質問 4：
What are the two most important requirements for ensuring successful change management? (Choose 2)
A. Buy-in of affected stakeholders.
B. Meeting ISO9000 documentation standards
C. Change management authorisation and approval.
D. Administrative staff support.
E. IT approved changes.
正解：A,C
質問 5：
What are two ways for an HDSA to help develop a supportive and friendly work environment? (Choose 2)
A. Take exclusive responsibility for projects.
B. Agree with everything everyone says.
C. Demonstrate individual responsibility.
D. Participate in and encourage communication.
正解：C,D
質問 6：
What are the two most important purposes of an annual survey? (Choose two)
A. To evaluate overall satisfaction levels.
B. To measure changes in products and services from the previous year.
C. To identify changes customers feel are valuable.
D. To assess IT technical support.
正解：A,C
質問 7：
Which three are characteristics of a strategically-thinking help desk? (Choose three)
A. Transactional focus.
B. Integrated focus.
C. Information giving focus.
D. Proactive focus.
E. Reactive focus.
正解：C,D,E
質問 8：
What are the two most important characteristics of successful teams? (Choose 2)
A. There are many different personalities and skills.
B. They are given challenges to meet and are rewarded effectively.
C. They have individual responsibilities to which they work exclusively.
D. They always make all decisions together.
正解：A,B
What is used to set customer expectations? (Choose 1)
A. Work flow procedures.
B. Root cause processes.
C. Service level agreements.
D. Standard operating procedures.
正解：C
質問 2：
What two should be included in a disaster recovery (service continuity) plan? (Choose two)
A. Personnel identification and training.
B. A process to activate the plan.
C. Approval from Health and Safety.
D. Monthly statistics.
E. Finance details.
正解：A,B
質問 3：
What are the two most important points to remember in order to manage a call successfully? (Choose two)
A. Create a problem-solving work-flow.
B. Use the same terminology as the customer.
C. Clearly document the situation and the steps taken.
D. Give the customer something to do.
正解：B,C
質問 4：
What are the two most important requirements for ensuring successful change management? (Choose 2)
A. Buy-in of affected stakeholders.
B. Meeting ISO9000 documentation standards
C. Change management authorisation and approval.
D. Administrative staff support.
E. IT approved changes.
正解：A,C
質問 5：
What are two ways for an HDSA to help develop a supportive and friendly work environment? (Choose 2)
A. Take exclusive responsibility for projects.
B. Agree with everything everyone says.
C. Demonstrate individual responsibility.
D. Participate in and encourage communication.
正解：C,D
質問 6：
What are the two most important purposes of an annual survey? (Choose two)
A. To evaluate overall satisfaction levels.
B. To measure changes in products and services from the previous year.
C. To identify changes customers feel are valuable.
D. To assess IT technical support.
正解：A,C
質問 7：
Which three are characteristics of a strategically-thinking help desk? (Choose three)
A. Transactional focus.
B. Integrated focus.
C. Information giving focus.
D. Proactive focus.
E. Reactive focus.
正解：C,D,E
質問 8：
What are the two most important characteristics of successful teams? (Choose 2)
A. There are many different personalities and skills.
B. They are given challenges to meet and are rewarded effectively.
C. They have individual responsibilities to which they work exclusively.
D. They always make all decisions together.
正解：A,B
Yanagi -
試しの態度でPass4TestのHD0-200の問題集を購入してみて本当に合格した。