HDI QQ0-301 : HDI Service Desk Manager (SDM)

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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. What is a key component of an internal SWOT analysis?
(Choose 1)

A) Holding meetings with competitors.
B) Reporting performance weaknesses immediately to the board.
C) Focusing more on performance weaknesses identified.
D) Holding meetings with customers.

2. What are three activities undertaken by a service desk manager that demonstrates they are running their team like a business?
(Choose 3)

A) They define tight timescales for all activities.
B) They recruit predominantly from Universities and Colleges.
C) They promote a culture of responsibility.
D) They understand the effect of the desks actions on the organization.
E) They ensure all staff understand the deliverables required.

3. Which is a key first step in preparing to coach a member of your team?
(Choose 1)

A) Ask other team members to highlight the individuals weaknesses.
B) Identify a quiet environment to carry out the coaching.
C) Research the individuals career history.
D) Assess their abilities, competencies and commitment level.

4. 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 improves the productivity of customers.
C) The change management process ensures that all changes will be successful.
D) The change management process eliminates the damage created by unnecessary changes.

5. Is it correct to say that in reality the Configuration Management Database must be accurate and up to date?
(Choose 1)

A) Sometimes.
B) Always, without exception.
C) Only if the CIs are comprehensive.
D) Always, where possible.

Solutions: