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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

Question 1

What is an essential requirement for effective workforce scheduling?
(Choose 1)

A. Ensuring that all shifts are staffed equally.
B. Adjusting expectations as needed.
C. Working out precise details for IT continuity situations.
D. Gaining support for your plans from the Company Accountant.

Question 2

What are three critical success factors for Incident management?
(Choose 3)

A. Processes are adhered to.
B. All incident logs contain greater detail.
C. Service level requirements are known and understood.
D. The cost of the new call management system is proven.
E. Consistency in service quality.

Question 3

What is a typical operational metric that is an output of Configuration Management?
(Choose 1)

A. How many CIs each department has.
B. The cost of CIs arranged by department.
C. How many CIs relate to each IT system.
D. How many CIs identified that are not authorised.

Question 4

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

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

Question 5

What is a primary benefit of having security policies in a Service Desk?
(Choose 1)

A. Security policies ensure that customers cannot carry out illegal transactions.
B. Security policies allow the Service Desk to stay open later.
C. Security levels are agreed, measured and monitored.
D. Security policies limit Internet access for all of the companys employees.

Solutions: