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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. What are three key indicators that show that one of your team might be undergoing stress in their life?
(Choose 3)

A) They are supporting a new application that they dont like and are reluctant to talk to the development team about it.
B) They seem to get into a lot of arguments and are always very cynical.
C) They have a lot of folders open on their desk and always appear to have too much work to do.
D) They are often late for work and get irritable when it is mentioned.

2. What aspect of SLM should you bear in mind in an outsourcing situation?
(Choose 1)

A) SLAs in an outsourcing situation should include guaranteed fix times.
B) SLAs in an outsourcing situation require less detail.
C) SLAs in an outsourcing situation should include guaranteed use of named individuals.
D) SLAs in an outsourcing situation require greater detail.

3. What is one of the main benefits of implementing a problem management process?
(Choose 1)

A) A problem management process minimises the impact of changes.
B) A problem management process increases first contact resolutions.
C) A problem management process clarifies the required technical expertise for problem elimination.
D) A problem management process eliminates the need for a knowledgebase.

4. Which of these are important benefits of having an effective team?
(Choose 2)

A) A willingness to collaborate with and assist other team members.
B) Exemplary time management.
C) Improved staff and customer relations.
D) Improved acceptance of your team by other departments.
E) Improved task scheduling.

5. Which measure would not be attributable to Incident Management?
(Choose 1)

A) First contact resolution on the Service Desk.
B) SLA performance.
C) Cost per incident.
D) Error control.

Solutions: