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

What delivery methods could you use to dynamically speed up first contact resolution and fix time?
(Choose 1)

A. Remote support tools.
B. SLA measurement tools.
C. Customer satisfaction surveys.
D. IVR and CTI.

Question 2

What is the primary benefit of monitoring incidents in the Service Desk?
(Choose 1)

A. Monitoring incidents keeps track of important customers.
B. Monitoring incidents allows you to react quickly to unforeseen situations.
C. Monitoring incidents allows you to address situations proactively.
D. Monitoring incidents keeps problems to a minimum.

Question 3

What is a typical feature of an IT Service Management system or tool?
(Choose 1)

A. Ability to record, track and manage incidents, problems and changes.
B. Helps customers fix problems more quickly.
C. Is able to analyse and smooth resource peaks and troughs.
D. Forms the core process element for incident management.

Question 4

Identify one of the key planning tasks a manager must carry out.
(Choose 1)

A. Produce a detailed task flowchart.
B. Devise a multi-layered plan to meet resourcing needs.
C. Seek main board approval for operational process changes.
D. Make tactical short-term decisions to meet strategic goals.

Question 5

Which process within the Service Desk focuses on capturing, structuring, and sharing information?
(Choose 1)

A. Problem management.
B. Incident management.
C. Knowledge management.
D. Change management.

Solutions: