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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. What is a key requirement for effective Risk Management?
(Choose 1)

A) The identification, selection and adoption of counter-measures to identified risks.
B) The identification of risks and reporting on them.
C) The identification and selection of methods by which to undertake risk analysis.
D) The identification of the stakeholders required to support the proposed activity.

2. What is the most important reason for documenting processes and procedures?
(Choose 1)

A) Documenting processes and procedures encourages adherence to policies and procedures.
B) Documenting processes and procedures allows analysts to display their creative sides.
C) Documenting processes and procedures is a requirement for incident management.
D) Documenting processes and procedures provides information for subject matter experts.

3. Which process within the Service Desk focuses on capturing, structuring, and sharing information?
(Choose 1)

A) Knowledge management.
B) Incident management.
C) Problem management.
D) Change management.

4. What type of survey is the most appropriate to use in order to understand customer satisfaction levels after a software update?
(Choose 1)

A) An e-mail survey.
B) A one-off survey.
C) An ongoing survey.
D) A periodic survey.

5. You have just downsized your staff by 20 percent. Many members of staff have seen their friends laid-off. Frustration levels are high and support from the remaining staff is in question. What is the best action you can take to provide a positive outlook to your staff?
(Choose 1)

A) Hold a roundtable discussion to allow the staff to vent.
B) Network with your peers to discuss the situation.
C) Concentrate on the goals of the organisation.
D) Give everyone the day off.

Solutions: