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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. How would you measure the success of Problem Management?
(Choose 2)

A) A reduced number of changes.
B) A reduced number of incidents at the Service Desk.
C) Reduced cost per call.
D) A reduction in the time taken to resolve known errors.

2. What problem are you most likely to encounter when computer telephony integration is integrated with an incident management system?
(Choose 1)

A) The customer may become confused by the number of options offered.
B) The screen layouts may be unpopular with support staff.
C) The call handling process may become slower..
D) The Service Desk may not be able to take calls from certain customers.

3. What is the primary goal of problem management?
(Choose 1)

A) The primary goal of problem management is to reduce the number of incidents.
B) The primary goal of problem management is to resolve incidents quickly.
C) The primary goal of problem management is to restore normal service.
D) The primary goal of problem management is to eliminate the cause of incidents.

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

5. Your team is expected to resolve most incidents and problems themselves without sending deskside personnel to support the customer. However, there are occasions when the team needs to offer deskside support. What is the best reason for using deskside support?
(Choose 1)

A) Your team is unsure of how to resolve the problem.
B) Your team should be more visible in the company.
C) Your team cannot resolve the problem using remote support methods.
D) Your team is short-staffed due to training commitments.

Solutions: