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

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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. Which two are key characteristics of an effective manager?
(Choose 2)

A) Understands business direction.
B) Develops effective procedures and implements them.
C) Demands extra effort to meet deadlines.
D) Continually champions the business goals and culture.

2. Your team is expected to resolve most incidents and problems themselves without sending deskside personnel to support the customer. However, there are occasions when the team needs to offer deskside support. What is the best reason for using deskside support?
(Choose 1)

A) Your team cannot resolve the problem using remote support methods.
B) Your team is unsure of how to resolve the problem.
C) Your team is short-staffed due to training commitments.
D) Your team should be more visible in the company.

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

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

4. Which definition best describes an IT service catalogue?
(Choose 1)

A) A service catalogue is a detailed list of applications and sub-systems.
B) A service catalogue is a list of business services provided by IT.
C) A service catalogue is a list of all IT systems.
D) A service catalogue is a customer driven document detailing the contractual obligations of IT.
E) A service catalogue is a record of systems and services in the SLA.

5. What is the primary advantage of providing deskside support?
(Choose 1)

A) Providing deskside support removes the emotional aspect of the incident.
B) Providing deskside support resolves incidents faster than by handling them on the phone.
C) Providing deskside support allows incidents to be resolved when they cannot be resolved remotely.
D) Providing deskside support gives the deskside support agent enough work to justify her employment.

Solutions: