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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. What is the primary objective of workforce management?
(Choose 1)

A) To reduce headcount.
B) To undertake and structure organisational change.
C) To undertake comprehensive research into the workforce management practices of top service organisations.
D) To identify the resourcing requirements needed to meet demand and achieve goals.

2. If you are looking to motivate your Service Desk staff, which of these statements most closely matches how you would want them to perceive you?
(Choose 1)

A) As an outstanding motivational speaker.
B) As an exceptional, innovative and demanding leader.
C) As an approachable, nice and understanding person.
D) As being excellent in inspiring people to achieve a new vision.

3. Which is considered to be a business best practice quality model?
(Choose 1)

A) HDI certification.
B) Six Sigma.
C) CMM.
D) COBIT.

4. What are two critical success factors for Problem management?
(Choose 2)

A) The proper classification of incidents is consistent.
B) The cost of IT to the business is justified.
C) The cost of IT to the business is reduced.
D) The impact of problems on business activity is eliminated.
E) The quality of service is stabilised.

5. A customer calls from within your office complex. They are having trouble configuring the new order management software on their computer. It is 5:50 p.m., and your support desk closes at 6:00 p.m. What is the best method your analysts should use to resolve this problem?
(Choose 1)

A) Dispatch a deskside support analyst to address the incident.
B) Transfer the customer to the software vendor for support.
C) Schedule a callback to resolve the problem in the morning.
D) Talk the customer through the steps to resolve the problem.

Solutions: