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Braindumps for "QQ0-200" Exam

HDI Qualified Help Desk Senior Analyst

 Question 1.
Which three characteristics of a strategically-thinking help desk? (Choose three)

A. Transactional focus
B. Reactive focus
C. Proactive focus
D. Information giving focus
E. Integrated focus

Answer: B, C, D

Question 2.
When designing a help desk technology infrastructure, which two components are most commonly included? (Choose two)

A. Interactive Voice Response
B. Web Server
C. Telephony system
D. Call logging system

Answer: C, D

Question 3.
An upset, frustrated customer asks to speak to the help desk manager.

What is your most appropriate response? (Choose 1)

A. It would be easier to resolve this call if you calm down
B. I am sorry, but my manager is not available at the moment. May I get her to call you back
C. I am sorry, but my supervisor does not handle these situations, I can assist you
D. I appreciate your frustration with this, I have experienced this same problem many times

Answer: B

Question 4.
When communicating with ITCertKeys.com, it is best to avoid_______. (Choose two)

A. Apologies
B. Empathising
C. User of slang
D. Technical terms

Answer: C, D

Question 5.
You are speaking to ITCertKeys.com who has an incident that requires you to perform further research before you can apply a resolution. You document the situation and the impact. 

What is the best action to take next? (Choose 1)

A. Close the call
B. Develop a multi-functional team to address the situation
C. Ask your team colleagues to concentrate on this problem with you
D. Explain to the customer what will happen next

Answer: D

Question 6.
Which question should you ask to best assess ITCertKeys.com's experience and knowledge level? (Choose 1)

A. What is the error code you see?
B. Have you ever had this error before?
C. What were the circumstances that held to this situation?
D. Have you spoken with the systems administrator?

Answer: C

Question 7.
Which are two characteristics of active listeners? (Choose two)

A. They demonstrate sympathy
B. They use the customer's name
C. They avoid using verbal attends
D. They listen for, and recognise, emotion words

Answer: B, D 

Question 8.
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

Answer: B, C 

Question 9.
Which are two characteristics of active listeners? (Choose two)

A. They acknowledge the customer
B. They know the process for escalating a problem
C. They restate/paraphrase to ensure understanding
D. They understand that evidence and reasoning are critical

Answer: A, C 

Question 10.
What are two purposes of an on-going (event) survey? (Choose two)

A. To evaluate overall satisfaction levels with products
B. To measure the quality of a single interaction
C. To assess satisfaction levels with all help desk services
D. To trend levels of customer satisfaction between annual (periodic) surveys

Answer: B, D


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Braindumps: Dumps for 000-667 Exam Brain Dump

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Braindumps for "000-667" Exam

IBM Test667, Architectural Design of SOA Solutions.

 Question 1.
The SOA reference architecture identifies core services including Interaction, Process, Information, Partner, Access, and Infrastructure. 

What is one valid reason for excluding one or more of these services in an SOA?

A. The application is predominantly middleware in nature, eliminating the need for presentation services.
B. The consumer and the provider belong to different companies.
C. The business sponsor has set budget constraints on solution architecture and the architectural components to be included have to be prioritized.
D. The customer's internal politics make the specification too difficult.

Answer: A

Question 2.
The IBM SOA Foundation includes services that support business innovation and optimization.

What should be found in an SOA deployment compliant with the SOA Foundation?

A. Automatic recognition of marketplace trends and dynamic reconfiguration of services in support
B. Tools to help simulate business design and to predict the effect that design changes might have on the business
C. Alerts generated whenever business efficiency drops below a predefined threshold
D. An SOA dashboard for executives showing new business opportunities categorized by Return on Investment (ROI)

Answer: B

Question 3.
What is the next step while architecting an SOA solution after having just completed documenting the business processes?

A. Determine the operations required to realize each process
B. Select a business steward for each process and instruct the steward to identify re-usable services
C. Identify the services needed to realize each business process and group them into logical components
D. Identify core and non-core business components

Answer: C

Question 4.
A mortgage loan provider currently has legacy applications utilized by a network of branches and franchised agents. They want to expand by adding a new channel to allow independent mortgage brokers to submit mortgage loan applications. They realize they must provide a differentiating offering to the independent mortgage brokers to attract participants and grow the new channel.

How can SOA benefit their requirement?

A. By building an SOA with a secure connectivity layer, they could quickly enable the mortgage broker channel to use their applications without any changes to the legacy system.
B. They could reduce the cost to develop new applications needed for each independent broker by reusing services as integration code that is written for each broker's system to expedite development.
C. By service enabling the legacy applications and offering a Web-based portal for independent brokers, they can minimize the impact to existing channels, minimize changes to existing code, and quickly create an offering for the new channel.
D. By implementing security and governance as part of an SOA deployment, they can control access to the current system to determine which brokers are using the system and personalize their marketing to the high usage brokers.

Answer: C

Question 5.
Several design considerations have to be taken into account when designing services in an SOA.

Which statement, as applied to those design considerations, is true?

A. Stateless implies that service operation parameters should be allied to the operation semantics.
B. Loose coupling implies that services should be designed using standardized interfaces and with the adoption of open standards.
C. Service granularity implies the service consumer does not hard-code the specific location of the service.
D. Encapsulation implies that services should hide the implementation details from their interface design.

Answer: D

Question 6.
A rapidly growing retail company recently outsourced their package delivery to a very reputable package delivery company. The two companies are integrated using SOA and Web services. However, the retail company is having customer satisfaction issues as the call center is not reliably calculating delivery dates. 

Which portion of the SOA Foundation is the focus to resolve this issue?

A. Information Services
B. Process Services
C. Partner Services
D. Interaction Services

Answer: C

Question 7.
A team is evaluating the maturity of a customer's solution architecture relative to the IBM SOA Foundation. It is discovered that the customer has invested heavily in an internally-developed Enterprise Service Bus (ESB) and that their ESB has functionality expected to be found in other SOA Foundation services, especially Process Services, Business Services, and Information Services. 

Which recommendation should be made?

A. Continue development of the ESB because the architecture is generally compliant with the SOA Foundation
B. Stop development of the ESB because the architecture violates the principle of loose coupling among services
C. Continue using the ESB but begin a transition to a vendor-supported, standards-compliant ESB
D. Stop development because the custom ESB provides almost no Interaction Services

Answer: C

Question 8.
How can a designer most effectively integrate components developed in disparate technologies at different companies into a composite application within an SOA?

A. Through careful coordination with all parties to ensure compatible interfaces
B. Through the use of industry standards such as SOAP over HTTPS
C. By placing the components in a service repository which will mediate the differences in their interfaces
D. By providing code mediation and transformation functions through a business process modeling effort

Answer: B

Question 9.
A company is using the IBM SOA solution stack to create a new composite application to keep up with the changing marketplace. Functions and data from several existing Enterprise Information Systems (EIS) will be aggregated into the new application using a top-down approach. 

Which solution is the most appropriate for implementation?

A. Exposing existing applications using multiple adapters
B. Exposing existing systems to heterogeneous clients
C. Exposing existing applications with service components
D. Exposing existing systems with a Web services gateway

Answer: C

Question 10.
Two existing applications share common data with each having their own database. Since the data is replicated between the two of them every night, it leads to problems during the day when either application works with potentially outdated data. The customer is considering SOA as a solution. 

Which SOA approach can most effectively solve this problem?

A. Design a service interface on top of both applications allowing exchange of the shared data in real time
B. Create an information integration layer exposed as services, then re-factor both applications to use those services
C. Consolidate both databases into one and establish proper locking algorithms to ensure data integrity
D. Design a new service that encapsulates the shared data between the two applications

Answer: B



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