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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. Which of these is a method for monitoring incidents?
(Choose 1)

A) Regularly checking on the incident management knowledgebase.
B) Reviewing the incident log daily by type of incident.
C) Listening to customer/analyst calls.
D) Carrying out regular customer follow-ups and satisfaction surveys.

2. Which metric should you use to evaluate the success of Change Management?
(Choose 1)

A) Reduction in cost per incident.
B) Increasing number of service requests.
C) Reduction in service disruption.
D) Increasing number of normal changes (RFCs)

3. What are two reasonable expectations of customers when contacting the Service Desk?
(Choose 2)

A) Customers should expect all incidents to be fixed at first point of contact.
B) Customers should expect the service desk to provide value for the money spent on it.
C) Customers should expect a consistent response to their requirements.
D) Customers should expect their status in the organisation to be recognized.
E) Customers should expect service desk staff to be expert in all technology areas.

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

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

5. What is the primary objective of workforce management?
(Choose 1)

A) To reduce headcount.
B) To undertake and structure organisational change.
C) To identify the resourcing requirements needed to meet demand and achieve goals.
D) To undertake comprehensive research into the workforce management practices of top service organisations.

Solutions: