HDI QQ0-301 : HDI Service Desk Manager (SDM)

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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. What is a primary objective for using self-service tools in a Service Desk?
(Choose 1)

A) Self-service tools keep customers dependent on the Service Desk.
B) Self-service tools improve the rapport between customers and analysts.
C) Self-service tools provide consistent responses to repetitive requests.
D) Self-service tools encourage more customers to call for support.

2. Real-time, virtual and decentralised are all examples of what aspect of support?
(Choose 1)

A) Warehouse management systems.
B) Release management.
C) Distribution centres.
D) Service Desks.
E) Change management.

3. What is coaching?
(Choose 1)

A) The process of helping to enable the team to build their strengths based on a co-operative relationship.
B) Showing staff examples of excellent performance so they can follow the lead.
C) How to structure a dynamic team.
D) Getting better performing staff to work with poorer performers to show them how to do better.

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

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

5. What are two key reasons for undertaking a gap analysis of your current operational practices?
(Choose 2)

A) It is more effective than performing a cost benefit analysis.
B) Recognising that the current levels of service are better than expected.
C) Identifying the desired state.
D) Suggesting where improvements could be made.

Solutions: