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:

Question 1

Which statement best describes two basic components of problem management?
(Choose 1)

A. Knowledge control and time control.
B. Error control and problem control.
C. Change control and incident control.
D. Document control and service control.

Question 2

What is the key benefit of telephone support?
(Choose 1)

A. It provides an effective barrier against emotions.
B. It minimises the need for desk side support.
C. It tells you about the customers emotional state.
D. It is faster than self-service.

Question 3

What is the primary goal of problem management?
(Choose 1)

A. The primary goal of problem management is to restore normal service.
B. The primary goal of problem management is to reduce the number of incidents.
C. The primary goal of problem management is to resolve incidents quickly.
D. The primary goal of problem management is to eliminate the cause of incidents.

Question 4

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

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

Question 5

What are three advantages of using self-service tools in a Service Desk?
(Choose 3)

A. Self-service tools allow for cost-effective service provision.
B. Self-service tools allow the Service Desk to reduce its headcount.
C. Self-service tools allow the Service Desk to be open for fewer hours.
D. Self-service tools allow customers greater independence.
E. Self-service tools allow customers to access support at any time.

Solutions: