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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. Which is a key first step in preparing to coach a member of your team?
(Choose 1)

A) Research the individuals career history.
B) Ask other team members to highlight the individuals weaknesses.
C) Assess their abilities, competencies and commitment level.
D) Identify a quiet environment to carry out the coaching.

2. What is the difference between incident management and problem management?
(Choose 1)

A) Problem management deals with conflicts within an SLA; incident management is independent of the SLA.
B) Problem management finds and eliminates the underlying causes of incidents; incident management resolves incidents as quickly as possible.
C) Problem management prevents customers from calling; incident management handles calls when customers do call.
D) Problem management is focused on helping customers; incident management is focused on processes and procedures.

3. What is the primary benefit of IT Service Continuity Management in a disaster situation?
(Choose 1)

A) Meeting regulatory requirements.
B) Effective recovery of business systems.
C) Lower future insurance premiums.
D) Improved management of risk and resources.

4. 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.

5. What is the best description of self-healing tools?
(Choose 1)

A) Self-healing tools immediately dispatch an engineer when a customer makes a request.
B) Self-healing tools remove the emotion from a support request.
C) Self-healing tools identify when a problem has occurred and automatically corrects it.
D) Self-healing tools allow an analyst to control a customer desktop remotely.

Solutions: