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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

Question 1

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

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

Question 2

We all admire great leaders. What two leadership characteristics best demonstrate leadership skills?
(Choose 2)

A. Being an effective and engaging speaker.
B. The ability to communicate a clear vision and direction.
C. Planning and following through activities.
D. Helping the team complete even the most mundane tasks.
E. Being at work early and finishing late.

Question 3

What is the greatest benefit of implementing an IT change management process?
(Choose 1)

A. The change management process prevents unauthorised changes from being made.
B. The change management process ensures that all changes will be successful.
C. The change management process eliminates the damage created by unnecessary changes.
D. The change management process improves the productivity of customers.

Question 4

What are three key indicators that show that one of your team might be undergoing stress in their life?
(Choose 3)

A. They are supporting a new application that they dont like and are reluctant to talk to the development team about it.
B. They seem to get into a lot of arguments and are always very cynical.
C. They have a lot of folders open on their desk and always appear to have too much work to do.
D. They are often late for work and get irritable when it is mentioned.

Question 5

Which of these considerations is the most important for you to take into account when benchmarking?
(Choose 1)

A. The different goals and objectives of each organisation.
B. The different corporate cultures.
C. The costing methodology used in the benchmark partners SLAs.
D. The number of items in each organisations Configuration Management Database.

Solutions: