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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. What is considered a best practice for providing direction and focus under chaotic circumstances?
(Choose 1)

A) Empathise with your team members.
B) Advise staff that big changes are imminent.
C) Assure staff that they will be alright.
D) Tell staff absolutely everything you know about the situation.

2. What is the most important benefit of IT configuration management?
(Choose 1)

A) IT configuration management enables the Service Desk to purchase more IT equipment.
B) IT configuration management sets the Service Desk apart from other departments.
C) IT configuration management facilitates the Service Desks task of re-allocation and reuse of equipment and licenses.
D) IT configuration management means that the Service Desk is more likely gain certification status.

3. What is the most important factor when developing a workforce schedule?
(Choose 1)

A) Budget restraints.
B) Total workstations available.
C) Type of support to be provided.
D) Projected call volume.

4. What is the best description of the Service Desks role in the Incident Management process?
(Choose 1)

A) The Service Desk determines the root cause of all incidents.
B) The Service Desk documents all important customer requests for service.
C) The Service Desk passes all incidents to the problem management team.
D) The Service Desk monitors all incidents until they are closed.

5. What are two key objectives of the IT change management process?
(Choose 2)

A) To ensure that all changes are processed rapidly.
B) To ensure changes are processed efficiently.
C) To ensure the customers are unaware of changes.
D) To ensure that changes are approved on a basis of cost.
E) To ensure a standard approach to changes is utilised.

Solutions: