HDI Service Desk Manager (SDM) - QQ0-301

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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. Which two of these statements best match your understanding of stress?
(Choose 2)

A) Stress is heightened personal awareness of a threat.
B) Stress is natural and it can have positive or negative impacts.
C) Stress is a reaction to a change.
D) Stress is a crucial motivational force.
E) Stress is a negative drag on enthusiasm levels in a team.

2. What is a key requirement for successful project management?
(Choose 1)

A) A key requirement for successful project management is to define your role in the project.
B) A key requirement for successful project management is to define project objectives.
C) A key requirement for successful project management is to define stand-alone activities.
D) A key requirement for successful project management is to define co-operative activities.

3. Which metric would management expect to see and use from configuration management?
(Choose 1)

A) Number of incidents logged against CIs.
B) Number of CIs against SLAs.
C) Total number of CIs.
D) Number of unauthorised CIs.

4. What is the primary benefit of implementing a release management process?
(Choose 1)

A) A release management process eradicates single points of failure.
B) A release management process ensures that the products will be well received by everyone.
C) A release management process allows managers to maintain control over products.
D) A release management process enables resources to be utilised more effectively.

5. What is the most important benefit of IT configuration management?
(Choose 1)

A) IT configuration management means that the Service Desk is more likely gain certification status.
B) IT configuration management enables the Service Desk to purchase more IT equipment.
C) IT configuration management sets the Service Desk apart from other departments.
D) IT configuration management facilitates the Service Desks task of re-allocation and reuse of equipment and licenses.

Solutions: