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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. When recruiting new members for your team, what are two of the actions you should undertake to ensure that your recruitment strategy is effective?
(Choose 2)

A) Ensure the age and gender balance is equal.
B) Make sure job descriptions are accurate.
C) Perform a gap analysis of your team.
D) Offer a low starting salary but describe a possible career path.
E) Recruit staff who are younger than you.

2. What are two key objectives of having a good marketing strategy for the Service Desk?
(Choose 2)

A) A good marketing strategy shrinks the Service Desks headcount.
B) A good marketing strategy gives the Service Desks analysts more accountability.
C) A good marketing strategy increases awareness that the Service Desk provides a return on investment.
D) A good marketing strategy decreases the total cost of ownership for the Service Desk.
E) A good marketing strategy increases awareness that the Service Desk provides the best point of contact.

3. What are three key activities of the incident management process?
(Choose 3)

A) Tracking incidents.
B) Responsibility for all incidents until they need to be escalated.
C) Providing initial root cause analysis.
D) Classifying all incidents.
E) Determining the impact of an incident.

4. The success of SLAs can be evaluated by which measure?
(Choose 1)

A) Increased incidents logged.
B) Improved quality of the Configuration Management Database (CMDB).
C) Reduction in Service Desk headcount.
D) Increase in customer satisfaction.

5. What is the most likely advantage of outsourcing?
(Choose 1)

A) Outsourcing provides defined and documented service levels.
B) Outsourcing transfers responsibility to the outsourcer.
C) Outsourcing eliminates the need for supervisors.
D) Outsourcing improves staff morale.

Solutions: