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Free QQ0-200 Exam Braindumps (page: 14)

Page 13 of 29
PDF with 114 Questions

What is a common method used to analyse measurements? (Choose 1)

  1. Root cause analysis.
  2. Current state assessment.
  3. Service level agreements.
  4. Trend analysis.

Answer(s): D



What is unstructured information gathering? (Choose 1)

  1. Not using acronyms and speaking at the customer's level.
  2. Asking questions in a free-form manner.
  3. Identifying what happened vs. what was expected.
  4. Using open questions to get customers to talk.

Answer(s): B



Which are two characteristics of active listeners? (Choose two)

  1. They restate/paraphrase to ensure understanding.
  2. They know the process for escalating a problem.
  3. They acknowledge the customer.
  4. They understand that evidence and reasoning are critical.

Answer(s): A,C



What are the two most important requirements for ensuring successful change management? (Choose 2)

  1. Change management authorisation and approval.
  2. Meeting ISO9000 documentation standards
  3. IT approved changes.
  4. Administrative staff support.
  5. Buy-in of affected stakeholders.

Answer(s): A,E






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