HDI World wide Certification QQ0-301

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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. Which is the key benefit to be achieved from Incident Management?
(Choose 1)

A) Operational targets reflect IT needs.
B) Reduced incidents.
C) Accurate SLA reporting.
D) Improved customer feedback.

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

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

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

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

4. Which factor must be identified for successful service continuity planning?
(Choose 1)

A) Identify critical applications and their business continuity requirements.
B) Identify offices that are located near airports or city centres.
C) Identify senior executives and where they live.
D) Identify which seasonal factors affect the electrical power supply systems.

5. What is the best way that you, as a Service Manager, can anticipate problems, develop contingency plans and sustain progress?
(Choose 1)

A) Delegate responsibility for each phase of an initiative.
B) Visualise your next management position.
C) Undertake a risk analysis for each phase of an initiative.
D) Undertake a gap analysis.

Solutions: