HDI QQ0-301 : HDI Service Desk Manager (SDM)

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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. Which two statements best describe leadership in a Service Desk?
(Choose 2)

A) A Service Desk leader defines the tasks required.
B) A Service Desk leader leads by example.
C) A Service Desk leader focuses on process rather than efficiency.
D) A Service Desk leader sides with staff against customers.

2. What are two reasonable expectations of customers when contacting the Service Desk?
(Choose 2)

A) Customers should expect the service desk to provide value for the money spent on it.
B) Customers should expect all incidents to be fixed at first point of contact.
C) Customers should expect their status in the organisation to be recognized.
D) Customers should expect a consistent response to their requirements.
E) Customers should expect service desk staff to be expert in all technology areas.

3. Which one is a critical success factor for IT Service Continuity Management?
(Choose 1)

A) IT risk is spread over two or more sites.
B) The whole IT organisation is aware of the business and service continuity plan.
C) SLA measures are never impacted.
D) The CIO has up to date information all the time.

4. What is the best description of knowledge management?
(Choose 1)

A) Knowledge management provides information to management about each reported incident.
B) Knowledge management is the key component of a service level agreement.
C) Knowledge management is a process by which customers send useful solutions to support staff.
D) Knowledge management is the capture and reuse of business and technical information in an organisation.

5. Which of these is a method for monitoring incidents?
(Choose 1)

A) Carrying out regular customer follow-ups and satisfaction surveys.
B) Listening to customer/analyst calls.
C) Reviewing the incident log daily by type of incident.
D) Regularly checking on the incident management knowledgebase.

Solutions: