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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. What best describes the goals of IT Service Management?
(Choose 1)

A) IT Service Management means that IT services are visibly controlled by the organisation.
B) IT Service Management means that organisational needs are controlled by IT services.
C) IT Service Management aligns IT services to the organisations needs.
D) IT Service Management aligns business services to IT services.

2. What are three advantages of using self-service tools in a Service Desk?
(Choose 3)

A) Self-service tools allow the Service Desk to reduce its headcount.
B) Self-service tools allow customers greater independence.
C) Self-service tools allow the Service Desk to be open for fewer hours.
D) Self-service tools allow customers to access support at any time.
E) Self-service tools allow for cost-effective service provision.

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

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

4. How will a SWOT best assist you in developing your teams performance?
(Choose 1)

A) A SWOT enables you to identify incentives that are attractive to your team.
B) A SWOT helps you identify marketing opportunities as it shows the teams strengths.
C) A SWOT provides an opportunity to hold regular meetings with your team.
D) A SWOT helps you identify areas for growth for your team.

5. When recruiting new members for your team, what are two of the actions you should undertake to ensure that your recruitment strategy is effective?
(Choose 2)

A) Ensure the age and gender balance is equal.
B) Perform a gap analysis of your team.
C) Make sure job descriptions are accurate.
D) Offer a low starting salary but describe a possible career path.
E) Recruit staff who are younger than you.

Solutions: