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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. What is the best description of the Service Desks role in the Incident Management process?
(Choose 1)

A) The Service Desk determines the root cause of all incidents.
B) The Service Desk monitors all incidents until they are closed.
C) The Service Desk passes all incidents to the problem management team.
D) The Service Desk documents all important customer requests for service.

2. What is the best description of rightsourcing?
(Choose 1)

A) Rightsourcing determines the source of customer queries and matches them with solutions.
B) Rightsourcing identifies the proper balance of outsourcing and other sourcing options.
C) Rightsourcing matches the right candidates for Service Desk vacancies.
D) Rightsourcing finds the most cost-effective service options for the Service Desk.

3. What is the best way that a Service Desk can provide value to the company?
(Choose 1)

A) A Service Desk can best provide value to the company by using self-service technology.
B) A Service Desk can best provide value to the company by overseeing change management.
C) A Service Desk can best provide value to the company by becoming business centric.
D) A Service Desk can best provide value to the company by implementing incident and problem management processes.

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

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

5. Identify one of the key planning tasks a manager must carry out.
(Choose 1)

A) Seek main board approval for operational process changes.
B) Produce a detailed task flowchart.
C) Make tactical short-term decisions to meet strategic goals.
D) Devise a multi-layered plan to meet resourcing needs.

Solutions: