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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

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

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

2. Which best describes the order for developing the Service Level Management process?
(Choose 1)

A) Develop KPIs, then OLAs, then related SLAs within line contracts.
B) Plan, negotiate, implement, deliver.
C) Set up SLA reporting, then get customers and IT signed off.
D) Agree and sign off SLAs and OLAs, then build a service catalogue.

3. You are asked by your IT Director to write a report for the Board on the manner in which the Service Desk is supporting the strategic plans of the organisation. What key point does this request demonstrate?
(Choose 1)

A) That your request for additional service desk staff will be agreed to.
B) That your marketing strategy is succeeding.
C) That your understanding of the expected and desired role of the Service Desk is recognized.
D) That your offering to work over the holiday period has been appreciated and this is a way to get you noticed.

4. Which of the following best demonstrates the success of Service Level Management?
(Choose 1)

A) Incident management is in place.
B) Management buy-in is obtained.
C) Detailed OLAs are agreed and in place.
D) Internal charging is introduced.

5. What is one of the main benefits of incident monitoring?
(Choose 1)

A) It provides excellent examples of unique call handling techniques.
B) It identifies areas where analyst skills can be improved.
C) It allows regular assessment of incident types.
D) It ensures consistent first level responses.

Solutions: