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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. What is the best criterion to use when deciding the type of support to provide to a customer?
(Choose 1)

A) The support resources available.
B) The customers authority level.
C) Key performance indicators.
D) The incidents impact on the business.

2. What is the best way that a Service Desk can provide value to the company?
(Choose 1)

A) A Service Desk can best provide value to the company by overseeing change management.
B) A Service Desk can best provide value to the company by using self-service technology.
C) A Service Desk can best provide value to the company by implementing incident and problem management processes.
D) A Service Desk can best provide value to the company by becoming business centric.

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

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

4. What metric is not expected from Incident Management?
(Choose 1)

A) SLA performance.
B) Fix and response times.
C) Number of service requests.
D) Number of RFCs.

5. Which best describes the order for developing the Service Level Management process?
(Choose 1)

A) Plan, negotiate, implement, deliver.
B) Develop KPIs, then OLAs, then related SLAs within line contracts.
C) Agree and sign off SLAs and OLAs, then build a service catalogue.
D) Set up SLA reporting, then get customers and IT signed off.

Solutions: