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Exam Code: QQ0-401 Practice exam 2023 by Killexams.com team
QQ0-401 SDI-Service Desk Foundation Qualification
EXAM CODE: QQ-401
EXAM NAME: SDI-Service Desk Foundation Qualification

The Service Desk Institute (SDI) has been connecting service desk professionals across the world since 1988 and is the leading global community for everyone working in the service desk industry. Our mission is to inspire service desks and support teams to be brilliant.

Domain 1: Professionalism and Roles

Module 1: Service Desk

Purpose of the Service Desk
Activities of the Service Desk that Demonstrate its Values
Role of Service Desk Leadership and Management
Module 2: Service Desk Analyst

Role of the Service Desk Analyst
Responsibilities of the Service Desk Analyst
Module 3: Best Practice

Sources of Service Desk and IT Methodologies and Best Practice
Maintain Knowledge of IT Standards, Frameworks, and Methodologies
Module 4: Policies and Governance
Purpose of Organisational Policies
Areas Covered by Organisational Policies
Module 5: Personal Accountability

Importance of Making and Honouring Commitments
How to Protect and Enhance the Image of the Service Desk?
Module 6: Service Attitude

Explain the Terms: Attributes, Skills and Knowledge
Characteristics of a Good Service Attitude
Impact of a Good Service Attitude
Skills Required to Deliver Excellent Customer Service
Module 7: Teamwork

Basic Concepts of Teamwork
Responsibilities of People Working in a Team Environment
Benefits of Teamwork
Characteristics of an Effective Team
Features Found in a Supportive Workplace
Module 8: Business Relationships

Behaviours for Establishing Effective Relationships with Customers
Module 9: Cultural Awareness

Demonstrate Sensitivity and Respect for Other Cultures
Practice Techniques for Communicating Cross-Culturally
Domain 2: Analyst Skills

Module 10: Communication

Describe Ways People Communicate
Difference Between Formal and Informal Communications
Barriers to Effective Communication
Module 11: Verbal and Non-Verbal Communication Skill

Principles of Good Verbal skills
Principles of Good Non-Verbal Communication Skills
Module 12: Listening Skills

Principles of Active Listening
Paraphrasing and its Significance
Advantages of Active Listening
Barriers to listening and Understanding
Module 13: Written Communication

Using Correct Grammar and Spelling is Essential in Documentation and Written Communications
Components Needed for Writing Professional Business Communications and Documentation
Module 14: Questioning Skills

Difference Between Open and Closed Questioning
Structured Questioning Technique
Module 15: Problem Solving

Skills Needed for Effective Problem Solving
Steps in a Typical Problem-Solving Technique
Module 16: Rapport Techniques

Emotional Intelligence
Elements of Emotional Intelligence
Benefits of Emotional Intelligence
Common Customer Emotions or Actions that an Analyst Requires to Manage
Methods for Acknowledging the Customer’s
Techniques for Dealing with Negative Reactions from Customers
Module 17: Conflict and Negotiation Skills

Signs that Conflict is Developing
Appropriate Actions to Reduce and Eliminate Conflict
Define the Negotiation
Elements of Negotiation
Module 18: Interaction Management Skills

Benefits of Professionally Managing Interactions
Benefits of Using a Standard Greeting
Actions for Managing and Redirecting Issues Related to Unsupported Items
Behaviours and Situations to Avoid When Interacting with Customers
How to Manage an Abusive Customer?
How to Manage an Angry Customer?
How to Manage an Inconvenienced Customer?
How to Manage an Over talkative Customer?
How to Manage an Emotionally Distressed Customer?
How to Manage a Customer that is Reluctant to End an Interaction?
How to Professionally Disengage from a Support Interaction?
Module 19: Resilience

Importance of Emotional Resilience
Common Causes of Stress
Signs of Positive Stress
Signs of Negative Stress
Describe the responsibility we have to Manage Stress for Ourselves and our Colleagues
Actions that Reduce Stress
Module 20: Time Management

What Multitasking Means in a Support Environment?
Techniques to Boost Time Management
Benefits of Effective Time Management
Module 21: Positive Approach and Attitude

Differences Between Aggressive, Assertive and Passive Behaviour
Importance of Demonstrating Confidence
How Confidence is Demonstrated?
Module 22: Professional Development

Methods for Enhancing Personal Professional Development
Domain 3: Practices, Processes and Procedures

Module 23: Practices, Processes and Procedures

Practice, Process, and Procedure Management
Importance of Documenting Practices, Processes, and Procedures
Module 24: Incident Management

Purpose of Incident Management
Incident
Objectives of Incident Management
Principal Activities that the Service Desk Analyst Performs in Incident Management
Benefits of Effective Incident Management
Common Measures of Success for Incident Management
Module 25: Service Request Management

Purpose of Service Request Management
Service Request
Objectives of Service Request Management
Common Measures of Success for Service Request Management
Module 26: Recording Incidents and Requests

Primary Reasons for Recording Incidents and Requests
Procedure for, Information Required, to Raise an Incident or Service Request
Determine the Priority of an Incident or Service Request
Steps Required to Resolve an Incident or Service Request
Module 27: Explain the Two Types of Escalation

Two Types of Escalation
Circumstances in which Escalation is Suitable
Module 28: Status Updates

Importance of Status Updates
Information to Provide in a Status Update
Module 29: Problem Management

Purpose of Problem Management
Problem
Reactive and Proactive Problem Management
Objectives of Problem Management
Service Desk’s Responsibilities in Problem Management:
Three Phases of Problem Management
Primary Activities of Problem Management
Common Measures of Success for Problem Management
Module 30: Change Enablement

Purpose of Change Enablement
Describe a Change
Types of Change
Objectives of Change Enablement
Service Desk’s Responsibilities in Change Enablement
Activities in Change Enablement
Common Measures of Success for Change Enablement
Module 31: Service Level Management

Purpose of a Service Level Management
Objectives of Service Level Management
Service Level Agreement
Typical Content of a Service Level Agreement that is Relevant to the Service Desk (SLA)
Module 32: Service Catalogue Management

Purpose of Service Catalogue Management
Service Catalogue
Objectives of Service Catalogue Management
Necessary Components of an Entry in the Service Catalogue
Module 33: Service Delivery Model

Different Kinds of Sourcing Methodologies and Models Available for Delivering IT Services
Module 34: Knowledge Management

Purpose Knowledge Management
Objective of Knowledge Management
Why Knowledge Management is Important to the Service Des
Why it is Essential to Maintain Knowledge?
Common Measures of Success for Knowledge Management
Module 34: Information Security Management

Purpose of Information Security Management
Objective of Information Security Management
Importance of Information Security Policies
Service Desk’s Responsibilities in Information Security Management
Potential Security Threats to the Organisation that Might Occur through the Service Desk
Types of Security Policies
Importance of Reporting Security Compromises
Importance of Legal Compliance
Importance of Software License Management
Importance of Confidentiality
Module 35: Service Continuity Management

Purpose and Responsibility of the Service Continuity Management
Purpose of a Service Continuity Plan
Components of a Service Continuity Plan
Module 36: Quality Assurance Program

Purpose of a Quality Assurance (QA) Program
Objectives of a Quality Assurance (QA) Program
Common QA Practices used by a Service Desk
Methods for Monitoring Calls and Other Interactions
What is Meant by Incident and Service Request Monitoring
Methods for Monitoring Incidents and Service Requests
Benefits of Interaction, Incident, and Service Request Monitoring
Module 37: Managing Customer Feedback

Purpose Managing Customer Feedback
Objectives of Managing Customer Feedback
Common Sources of Customer Feedback
Components of Managing Customer Feedback
Three Most Common Types of Surveys and the Importance of Each Type
Module 38: Service Desk Metrics and Statistics

Reason for Compiling Service Desk Metrics
Common Service Desk Metrics
Domain 4: Resources

Module 39: Support Methods

Methods Used for Delivering Service and Support
Purpose of Using IT Service Management Systems in a Service Desk Environment
Primary Objectives of Using IT Service Management Tools
Benefits of Remote Support
Common Disadvantages of Using Remote Support Tools
Benefits of Using Live Chat and Collaboration Tools
Commons Risks of Using Live Chat and Collaboration Tools
Describe Automatic Call Distribution (ACD)
Common Automatic Call Distribution (ACD) Features
Module 40: Self-Service

Describe Self-Service
Benefits of Self-Service
Risks of Self-Service
Common Examples of Self-Service
Module 41: Automation

Describe Automation
Examples of Automation
Module 42: Artificial Intelligence (AI)

Describe AI
Common Examples of AI
Benefits of AI
Challenges of AI
Module 43: Social Media
SDI-Service Desk Foundation Qualification
HDI Qualification exam contents
Killexams : HDI Qualification exam contents - BingNews https://killexams.com/pass4sure/exam-detail/QQ0-401 Search results Killexams : HDI Qualification exam contents - BingNews https://killexams.com/pass4sure/exam-detail/QQ0-401 https://killexams.com/exam_list/HDI Killexams : Finra Exams

Series 79, also known as the Investment Banking Representative Exam, is a Representative-Level exam administered by FINRA. Anyone who passes the Series 79 exam is qualified to advise on and/or facilitate debt and equity offerings, mergers and acquisitions, tender offers, financial restructurings, asset sales, divestitures (or other corporate reorganizations), and business combination transactions.

 Thu, 20 Apr 2023 00:03:00 -0500 en text/html https://www.investopedia.com/finra-exams-4689804 Killexams : Prepare for the CAP Exam

ISA offers a variety of resources to help you prepare for the Certified Automation Professional (CAP®) exam.

Primary Textbook

A Guide to the Automation Body of Knowledge is the primary text resource for the CAP exam and provides a complete overview of all technical topics. Order the Guide to the Automation Body of Knowledge.

Study Guide

The CAP Study Guide is a comprehensive self-study resource that contains a list of the CAP domains and tasks, 75 review Questions Answers complete with justifications. References that were used for each study guide question are also provided with the question. The Study Guide also includes a recommended list of publications that you can use to do further study on specific domains. Order the CAP Study Guide.

Review Courses

A CAP review course is available in several formats as preparation for taking the certification exam. This course is offered by ISA and can also be offered at your location.

ISA also has a variety of training courses that would be helpful in preparing for CAP. Visit the Automation Professional Training page for a complete list.

Additional Resources

Exam Topics

  1. Basic Continuous Control: Process Instrumentation, Analytical Instrumentation, Continuous Control, Control Valves, Analog Communications, Control System Documentation, Control Equipment
  2. Basic Discrete, Sequencing, and Manufacturing Control: Discrete Input & Output Devices and General Manufacturing Measurements, Discrete and Sequencing Control, Motor and Drive Control, Motion Control
  3. Advanced Control Topics: Process Modeling, Advanced Process Control, Control of Batch Processes, Environmental, Environmental Monitoring, Building Automation
  4. Reliability, Safety, and Electrical: Alarm Management, Reliability, Process Safety and Safety Instrumented Systems, Electrical Installations, Safe Use and Application of Electrical Apparatus
  5. Integration and Software: Digital Communications, Industrial Networks, Manufacturing Execution Systems and Business Integration, System and Network Security, Operator Interface, Data Management, Software, Custom Software
  6. Deployment and Maintenance: Operator Training, Checkout, System Testing, and Startup, Troubleshooting, Maintenance, Long-Term Support and System Management
  7. Work Structure: Automation Benefits and Project Justifications, Project Management and Execution, Interpersonal Skills

CAP trial Questions

Questions on the exam were derived from the genuine practice of automation professionals as outlined in the CAP Role Delineation Study and job task analysis. Using interviews, surveys, observation, and group discussions, ISA worked with automation professionals to delineate critical job components to develop exam specifications to determine the number of questions related to each domain and task tested. This rigorous program development and ongoing maintenance process ensures that CAP certification accurately reflects the skills and knowledge needed to excel as an automation professional.

The following six questions were taken from the CAP exam question item bank and serve as examples of the question type and question content found on the CAP exam.

  1. The method by which the tasks and hazards associated with a machine or process are analyzed is known as:
    • A. Risk assessment.
    • B. Machine assessment.
    • C. Risk reduction.
    • D. Risk abatement.
  2. To test controller tuning or prototype new control strategies offline, the model should be a(an):
    • A. Tie-back (loopback) simulation.
    • B. Artificial neural network.
    • C. Dynamic process simulation.
    • D. Steady state process simulation.
  3. The temperature measurement with the BEST repeatability and resolution is the:
    • A. Thermocouple.
    • B. Resistance temperature detector (RTD).
    • C. Dial thermometer.
    • D. Capillary system.
  4. Which of the following is NOT a variable speed drive setup parameter?
    • A. Acceleration rate.
    • B. Motor winding type.
    • C. Output frequency.
    • D. Maximum speed.
  5. A complete test plan for system integration testing MUST include:
    • A. Comments for the application programmer.
    • B. Multiple test cases for each mode of operation.
    • C. At least five test cases for each test.
    • D. Expected results for each test case.
  6. Frequency of maintenance should be determined by:
    • A. Failure rates of components.
    • B. Availability of personnel and parts.
    • C. Management targets for efficiency and productivity.
    • D. Effectiveness of maintenance personnel.

Sample Questions Answer Key

Question Number Correct Answer Exam Content Outline
1 A Domain 1, Task 4
2 C Domain 2, Task 2
3 B Domain 3, Task 3
4 B Domain 4, Task 7
5 C Domain 5, Task 5
6 A Domain 6, Task 2
Wed, 14 Jul 2021 04:33:00 -0500 en text/html https://www.isa.org/certification/cap/prepare-for-the-cap-exam Killexams : Approved test materials

The University Testing Center aims to strike a balance between the need for a uniformly secure testing environment and the individual preferences of professors. In addition to scratch paper, we have developed a list of approved materials/aids that professors can permit students to use on their exams.

The Testing Center staff is trained to follow professors’ instructions explicitly and without exception. Please pay close attention to your selection(s) to ensure that you have chosen the intended materials/aids.

All exam materials will be inspected by a proctor prior to the student being admitted to the exam. The Testing Center reserves the right to reject a student’s materials if they do not comply with the professor’s instructions or the Testing Center’s policies. Students whose materials are rejected will have the option to test without the rejected materials or to reschedule (continent upon availability).

All written materials used during the exam, including handouts, scratch paper, and note sheets/cards, will be collected at the end of the student’s exam. The Testing Center retains these materials for 30 days, after which they are shredded. We recommend advising students that these items will not be returned to them, and that they should make a copy of them prior to the exam if they wish to keep them for future reference.

 Sat, 24 Aug 2019 00:50:00 -0500 en-us text/html https://www.unr.edu/testing-center/faculty/test-materials Killexams : Best Series exam Prep Courses

 Securities Training Corporation

The combination of a high-quality study package for every need and budget, a responsive instructor hotline, and a money-back ensure makes Securities Training Corporation our choice as the best overall exam prep provider.

Securities Training Corporation (STC) was one of the first companies to offer exam prep courses back when securities exams were first introduced in 1969. Since then, it has strived to be the industry leader. By adding a money-back ensure to its offering of high-quality study packages, along with responsive instructor support, STC makes our list as the best overall exam prep provider.

Starting at $323.95, STC's base study package, SIE/Series 7 Top-Off Standard, is as fully loaded as some other providers' premium packages. The enrollment, valid for six months, includes both online and printed study manuals, access to an instructor hotline, 24/7 tech support, and final exams. It also features Crunch Time Facts, which summarize the study manual's "must-know" facts by chapter.

With the next package tier, the $485.93 SIE/Series 7 Top-Off Premiere, students can add on-demand lectures and online flash cards. The flash cards, which can be organized by course, chapter, or FINRA exam sections, allow students to test their knowledge and focus on areas of weakness. This package also comes with the pass ensure and additional exams.

Finally, for $559.08, students can add live virtual or in-person classes with the SIE/Series 7 Top-Off Premier Plus package. The package also includes weekly instructor-led question-and-answer sessions.

STC boasts a self-published 95% pass rate. Between a high pass rate and its money-back guarantee, STC's exam prep course offers students a great return on investment.

 Fri, 18 Sep 2020 09:33:00 -0500 en text/html https://www.investopedia.com/best-series-7-exam-prep-courses-5077599 Killexams : 2023 exam information - GCSEs and Highers

GCSE examinations in 2023 will mainly return to pre-pandemic arrangements, after several years of disruption due to Covid-19.

Dr Jo Saxton from Ofqual said "I can confirm that, in 2023, we will return to pre-pandemic grading as the next step in getting back to normal.

"But giving the 2023 cohort some protection against any impact of COVID-19 disruption is the right thing to do.

"Students in the 2023 cohort have not experienced national school and college closures during their 2-year courses of study, but we know they have experienced some disruption.

“That’s why we’re putting in place some protection for this cohort.”

Return to full curriculum

Grade boundaries for 2023 examinations will be guided by the grades achieved by cohorts of students in pre-pandemic years, alongside prior attainment data. Dr Saxton said this “means the 2023 cohort will be protected in grading terms if their exam performance is a little lower than before the pandemic.”

In May the Department for Education confirmed that there would be a return to full curriculum coverage in examinations for all GCSE subjects.

Advance information of exam content will no longer be provided, but students taking GCSE maths, physics and combined science will have formulae and equation sheets.

 Wed, 23 Aug 2023 03:44:00 -0500 en-GB text/html https://www.bbc.co.uk/bitesize/articles/zb3fydm Killexams : NextGen Bar Exam: What to Know No result found, try new keyword!Gundersen, CEO and president of the not-for-profit National Conference of Bar Examiners, which develops bar exam content for 54 U.S. jurisdictions. "So the public can have confidence in a ... Wed, 15 Feb 2023 03:47:00 -0600 text/html https://www.usnews.com/education/best-graduate-schools/top-law-schools/applying/articles/nextgen-bar-exam-what-to-know Killexams : Certification Exams Killexams : Certification Exams

The University of North Georgia Testing Center may be able to serve as Test Administrators for various other tests required for licensure or certification exams (e.g., Real Estate, Universal Public Purchasing Certification).

Retest Policy

Please check with your institution.

What to Expect

✔ You must provide a valid government issued photo ID.

✔ If you arrive fifteen minutes after your scheduled appointment time, you may not be allowed to test.

✔ Length of Exam: Varies

Register for Your Exam

Step One: Register and Pay

Please register and pay your $50 administration fee payable by credit/debit card. All testing fees are non-refundable and non-transferable.

Note: You must use a different web browser other than Internet Explorer. 

Step Two: Schedule Your Appointment

Contact your testing center to schedule your appointment.

Step Three: Contact the Testing Company and/or Follow-Up With Us Before Your Exam

Please contact the testing company and provide them with our testing email and/or mailing address. It will be your responsibility to follow-up with us to verify that we have received the necessary exam materials prior to your appointment.

Establishing Connection...

 Sun, 06 Mar 2022 09:30:00 -0600 en text/html https://ung.edu/testing/certification-exams.php Killexams : Final exam Schedule Killexams : Final exam Schedule | Sacramento State Skip to Main Content

Final exam Schedule 2023-2024

Final exam Management

  • No final exams shall be held on Fridays during Spring terms due to conflicts with Commencement.
  • Consult the course syllabus for the final exam date and time or one day courses not listed above, all summer courses, courses with special session dates, and courses without room assignments.
  • Final exams for one day courses, not listed above, will follow the final exam schedule unless the course syllabus states otherwise.
  • Classes that start within the day(s) and start hours listed above, but before the next class start time group will hold their final exam on the relevant exam date and time.
    • For example, a class start time on MWF or MW, 7:00 a.m. through 7:59 a.m. will hold their final exam on the relevant Monday exam date, 8:00 a.m. to 10:00 a.m.; the MWF class start time from 9:00 a.m. through 9:59 a.m. will hold their final exam on the relevant Wednesday, 8:00 a.m. to 10:00 a.m., and so on.
  • All Saturday only afternoon classes will follow the 12:00 p.m. final exam schedule.
  • Classes meeting four or five days a week will follow the MWF schedule.
  • Examination hours for classes involving lecture and laboratories or quiz sections are determined by the hours scheduled for the lecture.
  • Final exams, including major section exams offered in lieu of a final exam, may not be scheduled during the last week of classes.
    • However, quizzes, lab exams, and other academic assignments may be scheduled for the last week of classes, provided they are specified on the course syllabus.
  • No unscheduled (i.e. not included in the course syllabus) or additional requirements may be imposed on students during the last week of classes.
    • Any exceptions that necessitate giving a final prior to final exam week must be stated on the course syllabus and shall require prior approval of the dean.


Contact the Office of Space Management at (916) 278-6507 or spacemgt@csus.edu concerning final exam schedules and requests for room reservations for final exams. If a faculty conflict with a regular exam date and time occurs, the department office shall contact Space Management to schedule a room according to the conflict exam date and time listed in the Exceptions section above.

Fri, 28 Oct 2022 15:00:00 -0500 en text/html https://www.csus.edu/academic-affairs/internal/final-exam-schedule.html Killexams : 2023 exam information - GCSEs and Highers

GCSE examinations in 2023 will mainly return to pre-pandemic arrangements, after several years of disruption due to Covid-19.

Dr Jo Saxton from Ofqual said "I can confirm that, in 2023, we will return to pre-pandemic grading as the next step in getting back to normal.

"But giving the 2023 cohort some protection against any impact of COVID-19 disruption is the right thing to do.

"Students in the 2023 cohort have not experienced national school and college closures during their 2-year courses of study, but we know they have experienced some disruption.

“That’s why we’re putting in place some protection for this cohort.”

Return to full curriculum

Grade boundaries for 2023 examinations will be guided by the grades achieved by cohorts of students in pre-pandemic years, alongside prior attainment data. Dr Saxton said this “means the 2023 cohort will be protected in grading terms if their exam performance is a little lower than before the pandemic.”

In May the Department for Education confirmed that there would be a return to full curriculum coverage in examinations for all GCSE subjects.

Advance information of exam content will no longer be provided, but students taking GCSE maths, physics and combined science will have formulae and equation sheets.

 Sun, 06 Aug 2023 04:44:00 -0500 en-GB text/html https://www.bbc.co.uk/bitesize/articles/zb3fydm?_hsenc=p2ANqtz--rHGTqws1UQ6ji5k56kBuN_BPY3yJcAZngc8Nq091LAu98gukSlxA3PTPy_MeRdYEFCSg- QQ0-401 exam dump and training guide direct download
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