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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. What is the best description of the activities of the incident management process?
(Choose 1)

A) Incident management identifies the departments responsible for generating the most incidents.
B) Incident management ensures affected customers are using only approved workarounds.
C) Incident management performs root cause analysis on each incident or request.
D) Incident management records, documents and categorises all incidents or requests.

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 require greater detail.
D) SLAs in an outsourcing situation should include guaranteed use of named individuals.

3. You have been tasked with conducting a SWOT analysis of the Service Desk.
What is the best description of what you will be required to do? (Choose 1)

A) Identify its successes, weaknesses, opportunities and threats. nArialZ br
B) Identify its strengths, wants, organisation and threats.
C) Identify its size, wants, outages and tactics.
D) Identify its strengths, weaknesses, opportunities and threats.

4. What is the primary objective of customer satisfaction surveys?
(Choose 1)

A) Customer satisfaction surveys determine if the Service Desk is following the SLA.
B) Customer satisfaction surveys demonstrate to senior management that the Service Desk is in demand.
C) Customer satisfaction surveys establish a basis for future pay rises.
D) Customer satisfaction surveys identify what customers feel is important.

5. Is it correct to say that in reality the Configuration Management Database must be accurate and up to date?
(Choose 1)

A) Always, where possible.
B) Sometimes.
C) Only if the CIs are comprehensive.
D) Always, without exception.

Solutions: