HDI HDI World wide Certification QQ0-301

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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. You have been asked to create a knowledgebase by your IT service director. What three activities should you undertake to enable a satisfactory outcome to this task?
(Choose 3)

A) Delegate the task to your team leaders as part of their development programme.
B) Evaluate information to assure conformity with the required standards.
C) Review all solutions to verify their validity and content.
D) Request a part-time resource to assist you with the task.
E) Establish review procedures to test the structure of the knowledgebase.

2. When recruiting new members for your team, what are two of the actions you should undertake to ensure that your recruitment strategy is effective?
(Choose 2)

A) Make sure job descriptions are accurate.
B) Ensure the age and gender balance is equal.
C) Perform a gap analysis of your team.
D) Recruit staff who are younger than you.
E) Offer a low starting salary but describe a possible career path.

3. What are two reasonable expectations of customers when contacting the Service Desk?
(Choose 2)

A) Customers should expect all incidents to be fixed at first point of contact.
B) Customers should expect service desk staff to be expert in all technology areas.
C) Customers should expect a consistent response to their requirements.
D) Customers should expect the service desk to provide value for the money spent on it.
E) Customers should expect their status in the organisation to be recognized.

4. What is the best reason for having security policies in a Service Desk?
(Choose 1)

A) Security policies ensure that security is everyones concern.
B) Security policies protect the company and customers from unauthorised access.
C) Security policies are required by IT management.
D) Security policies safeguard the Service Desks staff from liability.

5. What is one of the main benefits of implementing a problem management process?
(Choose 1)

A) A problem management process clarifies the required technical expertise for problem elimination.
B) A problem management process minimises the impact of changes.
C) A problem management process increases first contact resolutions.
D) A problem management process eliminates the need for a knowledgebase.

Solutions: