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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. What is the best description of self-healing tools?
(Choose 1)

A) Self-healing tools identify when a problem has occurred and automatically corrects it.
B) Self-healing tools allow an analyst to control a customer desktop remotely.
C) Self-healing tools immediately dispatch an engineer when a customer makes a request.
D) Self-healing tools remove the emotion from a support request.

2. What is a typical feature of an IT Service Management system or tool?
(Choose 1)

A) Helps customers fix problems more quickly.
B) Is able to analyse and smooth resource peaks and troughs.
C) Forms the core process element for incident management.
D) Ability to record, track and manage incidents, problems and changes.

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

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

4. What is a key requirement for effective Risk Management?
(Choose 1)

A) The identification of the stakeholders required to support the proposed activity.
B) The identification, selection and adoption of counter-measures to identified risks.
C) The identification and selection of methods by which to undertake risk analysis.
D) The identification of risks and reporting on them.

5. What are two of the key roles of the Service Desk in most organisations?
(Choose 2)

A) The key role of the Service Desk is to provide technical support services to the executives in a timely manner.
B) The key role of the Service Desk is to ensure that all metrics are maintained and distributed.
C) The key role of the Service Desk is responsibility for the management of incidents.
D) The key role of the Service Desk is to demonstrate its value to the organisation it serves.
E) The key role of the Service Desk is to enforce service level agreements.

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