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. Which of these is important for controlling and co-ordinating activities?
(Choose 1)

A) Set rigid target deadlines for each tasks activities.
B) Oversee all day-to-day tasks.
C) Delegate and empower where appropriate.
D) Set task priorities to meet senior management directives.

2. Which statement best describes a service level agreement?
(Choose 1)

A) The SLA is a document created by Service Desk management.
B) The SLA is an agreement to manage changes to services that may be required.
C) The SLA is an agreement with other internal support groups.
D) The SLA is a document that sets expectations for customers and the Service Desk.

3. You have just downsized your staff by 20 percent. Many members of staff have seen their friends laid-off. Frustration levels are high and support from the remaining staff is in question. What is the best action you can take to provide a positive outlook to your staff?
(Choose 1)

A) Network with your peers to discuss the situation.
B) Hold a roundtable discussion to allow the staff to vent.
C) Concentrate on the goals of the organisation.
D) Give everyone the day off.

4. What is the best description of self-healing tools?
(Choose 1)

A) Self-healing tools identify when a problem has occurred and automatically corrects it.
B) Self-healing tools allow an analyst to control a customer desktop remotely.
C) Self-healing tools immediately dispatch an engineer when a customer makes a request.
D) Self-healing tools remove the emotion from a support request.

5. What is the formula for calculating return on investment?
(Choose 1)

A) Value / Cost *100
B) (Cost - Value) / Value *100
C) ((Value - Cost) / Cost) * 100
D) Cost / Value *100

Solutions: