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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. Which of these is a method for monitoring incidents?
(Choose 1)

A) Regularly checking on the incident management knowledgebase.
B) Carrying out regular customer follow-ups and satisfaction surveys.
C) Reviewing the incident log daily by type of incident.
D) Listening to customer/analyst calls.

2. What is the most accurate description of staffing?
(Choose 1)

A) Ensuring that shifts all have the same number of staff.
B) Ensuring that adequate staff are available to provide IT services as defined in the SLA.
C) Ensuring that you staff according to the objectives of ITSM.
D) Ensuring that unplanned absences are allowed for in the rota.

3. What are two of the best reasons for recording and analysing Service Desk metrics?
(Choose 2)

A) Metrics are used to assess the number of changes planned.
B) Metrics are used to provide justification for salary increases.
C) Metrics are used to provide information to management.
D) Metrics are used to determine scheduling needs.

4. What is the primary benefit of monitoring incidents in the Service Desk?
(Choose 1)

A) Monitoring incidents keeps track of important customers.
B) Monitoring incidents allows you to address situations proactively.
C) Monitoring incidents allows you to react quickly to unforeseen situations.
D) Monitoring incidents keeps problems to a minimum.

5. What is the best description of remote control support?
(Choose 1)

A) Remote control allows the customer to control which analyst will provide support from a remote location.
B) Remote control allows the analysts supervisor to take control of a call from a remote location.
C) Remote control support allows the analyst to control which applications a customer can use from a remote location.
D) Remote control support allows the analyst to take control of the customers system from a remote location.

Solutions: