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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. What are three activities to take when developing the IT Service Continuity management process?
(Choose 3)

A) Perform risk analysis.
B) Implement stand-by procedures.
C) Determine the strategy.
D) Undertake a business impact assessment.

2. The success of SLAs can be evaluated by which measure?
(Choose 1)

A) Improved quality of the Configuration Management Database (CMDB).
B) Increase in customer satisfaction.
C) Increased incidents logged.
D) Reduction in Service Desk headcount.

3. Which is considered to be a business best practice quality model?
(Choose 1)

A) HDI certification.
B) CMM.
C) Six Sigma.
D) COBIT.

4. Which two activities are part of the release management process?
(Choose 2)

A) Designing and coding software.
B) Tracking Requests for Change.
C) Building the Configuration Management Database.
D) Managing the Definitive Software Library.
E) Training and communication.

5. What are two key objectives of having a good marketing strategy for the Service Desk?
(Choose 2)

A) A good marketing strategy increases awareness that the Service Desk provides the best point of contact.
B) A good marketing strategy gives the Service Desks analysts more accountability.
C) A good marketing strategy decreases the total cost of ownership for the Service Desk.
D) A good marketing strategy shrinks the Service Desks headcount.
E) A good marketing strategy increases awareness that the Service Desk provides a return on investment.

Solutions: