HDI Service Desk Manager (SDM) : QQ0-301

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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. What is considered a best practice for providing direction and focus under chaotic circumstances?
(Choose 1)

A) Assure staff that they will be alright.
B) Empathise with your team members.
C) Tell staff absolutely everything you know about the situation.
D) Advise staff that big changes are imminent.

2. What is the best way to prepare your Support Team to manage international calls?
(Choose 1)

A) Use industry best practice as a benchmark and study successful companies that provide similar services.
B) Interview each analyst to determine whether your analysts want to take international calls.
C) Ask management for funds to train all your analysts in the languages that will be required by the project.
D) Find ways to employ analysts that speak all the languages that will require support services.

3. What is the most likely advantage of outsourcing?
(Choose 1)

A) Outsourcing improves staff morale.
B) Outsourcing provides defined and documented service levels.
C) Outsourcing eliminates the need for supervisors.
D) Outsourcing transfers responsibility to the outsourcer.

4. What are two key operational metrics for release management activities?
(Choose 2)

A) The number of problems recorded in the problem management database that are attributable to releases over a period of time.
B) The number of incremental software releases over a period of time.
C) The number of new hardware releases requested by customers over a period of time.
D) The number of CIs added to the CMDB (Configuration Management Database) over a period of time.

5. Which two of the following are key components of a marketing programme?
(Choose 2)

A) Identifying the key customers.
B) Targeting messages to all IT.
C) Communication to all stakeholders in a similar manner.
D) Planning and scheduling ongoing communication.
E) Defining the message and communicating to the relevant audience.

Solutions: