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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. What is a key benefit of self-healing tools?
(Choose 1)

A) They facilitate reduction in the cost of technology.
B) They allow for better use of IT personnel.
C) They provide the basis for self-service requirements.
D) They support a greater number of staff at first level.

2. You are giving a presentation to other support teams that explains why your service desk is implementing a Customer Satisfaction Survey programme. What two techniques should you use to ensure that your audience is engaged with what you are telling them?
(Choose 2)

A) Provide tea and biscuits for them.
B) Describe a possible scenario for the situation three months after the survey.
C) Ask them some open questions.
D) Tell them that they will not be involved - directly or indirectly.

3. What two actions will help you to establish good relationships with other support teams?
(Choose 2)

A) Communicate the project, goals and objectives of the Service Desk.
B) Develop strategies that allow the Service Desk to be recognised as the leader in all support requirements.
C) Ensure your team understands the roles and responsibilities of other teams.
D) Develop plans that allow other teams to be seen as fundamental to successful support activities.

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

A) Self-healing tools remove the emotion from a support request.
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 identify when a problem has occurred and automatically corrects it.

5. What is an objective of a quality assurance programme?
(Choose 1)

A) To align IT and business resource management.
B) To determine the number of Service Desk staff required.
C) To agree with the customer about how IT services should be delivered.
D) To achieve continuous improvement of the cost effectiveness of IT services.

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