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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. What is a key principle of negotiation with customers?
(Choose 1)

A) Focus on the individual rather than on the resolution.
B) Stick to the facts and ignore the customers emotions.
C) Seek a solution that aligns with Support Centre policies and processes.
D) Determine the customers underlying business need.

2. What are two of the best reasons for recording and analysing Service Desk metrics?
(Choose 2)

A) Metrics are used to determine scheduling needs.
B) Metrics are used to provide information to management.
C) Metrics are used to provide justification for salary increases.
D) Metrics are used to assess the number of changes planned.

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

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

4. What is the most accurate description of staffing?
(Choose 1)

A) Ensuring that adequate staff are available to provide IT services as defined in the SLA.
B) Ensuring that unplanned absences are allowed for in the rota.
C) Ensuring that you staff according to the objectives of ITSM.
D) Ensuring that shifts all have the same number of staff.

5. Which statement best describes IT asset management?
(Choose 1)

A) IT asset management is a comprehensive IT library.
B) IT asset management controls the Service Desks hardware.
C) IT asset management is lifecycle management for IT equipment.
D) IT asset management restricts the improper use of software.

Solutions: