HDI Service Desk Manager (SDM) : QQ0-301

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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. 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.

2. What are two key operational metrics for release management activities?
(Choose 2)

A) The number of CIs added to the CMDB (Configuration Management Database) over a period of time.
B) The number of incremental software releases over a period of time.
C) The number of new hardware releases requested by customers over a period of time.
D) The number of problems recorded in the problem management database that are attributable to releases over a period of time.

3. What are two quality assurance methods for monitoring analyst productivity?
(Choose 2)

A) Video monitoring.
B) Regular KPI monitoring.
C) System network monitoring.
D) Interactive voice response monitoring.
E) Random call monitoring.

4. Which two actions will best provide you with the practical means for understanding cultural differences?
(Choose 2)

A) Reading books on outsourcing in other regions.
B) Undertaking research on successful multinational.
C) Watching foreign films.
D) Visiting other countries.
E) Studying another language. r> D.Self-healing tools remove the emotion from a support request.

5. What is an essential key performance indicator to ensure that IT Service Continuity Management is kept up to date?
(Choose 1)

A) Clearly documented IT Service Continuity Management procedures.
B) Regular inspection of the third party contractor process.
C) Backup logs of key business data files.
D) Regular IT service continuity testing.

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