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

2. What is the most likely benefit of using IT asset management?
(Choose 1)

A) IT asset management minimises the impact that changes have on customers.
B) IT asset management protects the Service Desks assets in the event of a disaster.
C) IT asset management improves the accuracy of the knowledgebase.
D) IT asset management allows you to determine the total cost of ownership for the Service Desk.

3. What is a good way of encouraging staff to develop their skills?
(Choose 1)

A) Send them on interesting courses.
B) Encourage the HR department to work with your team.
C) Allow them to choose their own skills development path.
D) Develop education programmes that reward initiative.

4. What are three key activities of the incident management process?
(Choose 3)

A) Providing initial root cause analysis.
B) Tracking incidents.
C) Responsibility for all incidents until they need to be escalated.
D) Classifying all incidents.
E) Determining the impact of an incident.

5. Which is a method for assessing team development needs?
(Choose 1)

A) Skills gap analysis.
B) Call monitoring.
C) Benchmarking.
D) Knowledge management.

Solutions: