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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

Question 1

What is a best practice for negotiating successfully with customers?
(Choose 1)

A. Offer several options for the customer to choose from.
B. Maintain a strong and assertive stance towards the customer.
C. Emphasise the details of the customers concerns.
D. Seek clarity on the source of issues or problems.

Question 2

What is the primary benefit of monitoring incidents in the Service Desk?
(Choose 1)

A. Monitoring incidents keeps problems to a minimum.
B. Monitoring incidents allows you to address situations proactively.
C. Monitoring incidents allows you to react quickly to unforeseen situations.
D. Monitoring incidents keeps track of important customers.

Question 3

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

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

Question 4

Why is a code of conduct important in a successful support environment?
(Choose 1)

A. A code of conduct ensures the expected behaviour of other staff towards Service Desk personnel.
B. A code of conduct ensures compliance from all employees.
C. A code of conduct describes what behaviour is deemed to be ethical.
D. A code of conduct documents exceptions to the rules.
E. A code of conduct provides clarity of penalties for all complaints.

Question 5

What are two critical success factors for Problem management?
(Choose 2)

A. The proper classification of incidents is consistent.
B. The impact of problems on business activity is eliminated.
C. The cost of IT to the business is justified.
D. The cost of IT to the business is reduced.
E. The quality of service is stabilised.

Solutions: