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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Industry Trends and Customer Requirements | 20% | - Identifying and analyzing customer business and technical needs - Current trends in personal systems and services |
| Topic 2: HP Personal Systems Services Offerings | 35% | - Warranty and support services portfolio - Installation, configuration and deployment services - Proactive and managed services - Asset lifecycle and recovery services |
| Topic 3: Technical and Operational Knowledge | 15% | - Service level agreements and coverage terms - Service delivery models and support processes |
| Topic 4: Selling and Positioning HP Services | 30% | - Quoting, pricing and contract basics - Matching services to customer requirements - Value proposition and differentiators of HP services |
1. Which types of HP Services contracts are available to your customers? (Select two.)
A) Custom
B) Standard
C) Transactional
D) Adjustable
E) Durational
2. Your customer Just hired 2.000 employees and needs 2.000 notebooks. Unfortunately, their IT staff is busy with several IT infrastructure projects. Which services would you offer this customer to deploy and ensure devices are ready on their employees' first day?
A) Data Migration Services
B) Next Business Day Onsite
C) Configuration and Installation Services
D) Priority Services and Configuration Services
3. Which two business initiatives indicate that a potential customer is ready for a conversation about Deploy?
(Select two.)
A) They need to standardize IT implementations (global/multi-national, multi-location).
B) They need to shift the IT focus/time from deployment tasks to core business activities.
C) They need to increase security for sensitive data.
D) They need IT resources focused on innovation.
E) They need to get reports about their IT performance environment.
4. Which statement is true about the current market trends?
A) The workforce has increasing expectations for productivity.
B) Onsite workplaces are becoming obsolete.
C) Professional and personal lives are becoming more separate.
D) IT wants greater flexibility to purchase the latest technologies.
Solutions:
| Question # 1 Answer: C,E | Question # 2 Answer: D | Question # 3 Answer: C,D | Question # 4 Answer: B |
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