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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. What aspect of SLM should you bear in mind in an outsourcing situation?
(Choose 1)

A) SLAs in an outsourcing situation require less detail.
B) SLAs in an outsourcing situation require greater detail.
C) SLAs in an outsourcing situation should include guaranteed fix times.
D) SLAs in an outsourcing situation should include guaranteed use of named individuals.

2. One of your team members has just returned to the desk after another period of being off work due to illness. They appear irritable and untalkative. What do you think is the most likely reason for this?
(Choose 1)

A) They are experiencing personal problems at home.
B) They have found a new member of the team sitting at their desk.
C) The Service Desk is on the 3rd Floor and there is no lift.
D) They cycle to work through heavy traffic.

3. What is the best reason for using instant messaging in a support environment?
(Choose 1)

A) Use instant messaging if the SLA prohibits deskside support.
B) Use instant messaging to provide fast and easy access to internal experts.
C) Use instant messaging if the analyst has poor phone skills.
D) Use instant messaging when the phone lines are all busy.

4. What is a best practice to follow when you are taking actions that will affect other departments or teams?
(Choose 1)

A) Implement your ideas as soon as you have decided on the best course of action.
B) Make a presentation to other teams letting them know what you have done.
C) Discuss with other managers to identify the possible effects of your actions on others.
D) Give serious consideration to what people will think of you if your ideas do not work.

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

Solutions: