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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. What is a best practice for keeping employees satisfied and productive?
(Choose 1)

A) Treat your staff with respect.
B) Praise individuals in private.
C) Give employees extra breaks from phone work.
D) Remove the burden of making decisions from employees.

2. What is a best practice for recruiting the best possible staff?
(Choose 1)

A) Focus on the technical skills of prospective employees.
B) Let your team interview prospective employees.
C) Recruit only from the pool of recent college graduates.
D) Rehire previous employees who already know the job.

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

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

4. What is an essential key performance indicator to ensure that IT Service Continuity Management is kept up to date?
(Choose 1)

A) Regular inspection of the third party contractor process.
B) Backup logs of key business data files.
C) Regular IT service continuity testing.
D) Clearly documented IT Service Continuity Management procedures.

5. What is the best description of off-site outsourcing?
(Choose 1)

A) Off-site outsourcing is the use of an external supplier to provide required services for your organisation, using their own facilities.
B) Off-site outsourcing is a poor substitute for loyal employees.
C) Off-site outsourcing is the use of a 3rd party to complement the services your team provide.
D) Off-site outsourcing is the structured downsizing of a Service Desk.

Solutions: