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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. What is the best reason for having security policies in a Service Desk?
(Choose 1)

A) Security policies safeguard the Service Desks staff from liability.
B) Security policies protect the company and customers from unauthorised access.
C) Security policies are required by IT management.
D) Security policies ensure that security is everyones concern.

2. What are three activities to take when developing the IT Service Continuity management process?
(Choose 3)

A) Undertake a business impact assessment.
B) Implement stand-by procedures.
C) Determine the strategy.
D) Perform risk analysis.

3. Which two of these are not core activities of IT Service Continuity Management?
(Choose 2)

A) Appointment and training of fire marshals.
B) Implementing standby arrangements.
C) Business Impact Assessment.
D) Finding the correct offsite backup storage location.
E) Updating ongoing operational procedures.

4. 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) Key performance indicators.
C) The customers authority level.
D) The incidents impact on the business.

5. What is the most important factor when developing a workforce schedule?
(Choose 1)

A) Total workstations available.
B) Projected call volume.
C) Type of support to be provided.
D) Budget restraints.

Solutions: