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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

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

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

2. You are arranging a strategy planning meeting with representatives from IT and other areas within the organisation. What two actions must you take to ensure a successful meeting?
(Choose 2)

A) Provide adequate notice of the meeting to participants.
B) Work to flexible timings according to individual preferences.
C) Produce a list of possible participants.
D) Provide an adequate room with plenty of refreshments.
E) Practice effective time management.

3. Customers seem reluctant to engage with SLAs. What two arguments can you use to convince them to become involved?
(Choose 2)

A) SLAs will improve working relationships.
B) SLAs allow customers the opportunity to criticise IT.
C) IT can prioritise resources to address specific requirements.
D) IT will become more streamlined.
E) IT can always deliver what customers want.

4. Which is the best reason for support analysts to follow standard operating procedures?
(Choose 1)

A) Following standard operating procedures increases employee satisfaction.
B) Following standard operating procedures enables faster, more efficient service.
C) Following standard operating procedures allows metrics to be captured.
D) Following standard operating procedures minimises performance problems.

5. What two actions will help you to establish good relationships with other support teams?
(Choose 2)

A) Communicate the project, goals and objectives of the Service Desk.
B) Develop plans that allow other teams to be seen as fundamental to successful support activities.
C) Ensure your team understands the roles and responsibilities of other teams.
D) Develop strategies that allow the Service Desk to be recognised as the leader in all support requirements.

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