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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. What is the primary goal of problem management?
(Choose 1)

A) The primary goal of problem management is to resolve incidents quickly.
B) The primary goal of problem management is to eliminate the cause of incidents.
C) The primary goal of problem management is to reduce the number of incidents.
D) The primary goal of problem management is to restore normal service.

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

3. What are two of the best descriptions of alignment with the business?
(Choose 2)

A) All services and products are designed with profitability to the business as the key requirement.
B) IT services and products are purchased or designed only if they meet critical business requirements.
C) Understanding how business and IT can work together.
D) Knowing what the business is trying to achieve.
E) Using ITSM practices to underline the necessity of IT to the business it supports.

4. What three steps should be included when calculating Return On Investment?
(Choose 3)

A) Provide alternative suggestions for service desk staffing.
B) Provide timeframe estimates for future service improvements.
C) Identify cost savings or productivity benefits.
D) Report findings.
E) Identify operational quality improvements.

5. You are planning a marketing campaign to raise customer awareness of the Service Desk and the benefits it brings to the business. What three activities would be most effective in doing this?
(Choose 3)

A) Organise a road show.
B) Offer a programme of lunch and learn sessions.
C) Offer customers the opportunity to experience life on the Service Desk.
D) Give all customers a stress ball with Service Desk contact details printed on it.
E) Schedule your staff to floor walk at regular intervals.

Solutions: