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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

Question 1

What is the most likely benefit of using IT asset management?
(Choose 1)

A. IT asset management minimises the impact that changes have on customers.
B. IT asset management improves the accuracy of the knowledgebase.
C. IT asset management protects the Service Desks assets in the event of a disaster.
D. IT asset management allows you to determine the total cost of ownership for the Service Desk.

Question 2

What are the two best descriptions of a team player?
(Choose 2)

A. A team player meets individual performance goals.
B. A team player is reliable, considerate and respectful of others.
C. A team player is a person that can be relied upon.
D. A team player has a high customer satisfaction rating.

Question 3

What is the best description of release management?
(Choose 1)

A. Release management is a process that tracks all of an organisations property and resources using change management.
B. Release management is the capture and reuse of business and technical information.
C. Release management is a subset of change management that relates to hardware and software updates, upgrades, or rollouts.
D. Release management is concerned with tracking and resolving incidents related to new products or product upgrades.

Question 4

What is the most important benefit of benchmarking?
(Choose 1)

A. Benchmarking justifies requesting additional money for the budget.
B. Benchmarking identifies ways of reducing headcount.
C. Benchmarking removes the risk of outsourcing.
D. Benchmarking provides the basis for improvement initiatives.

Question 5

What is the best description of benchmarking in a Service Desk?
(Choose 1)

A. Benchmarking is allowing your support staff to determine the method it will use to provide service.
B. Benchmarking is a comparative study of the Service Desks performance against comparable organisations.
C. Benchmarking is a marketing tool that increases the Service Desks visibility to its customers.
D. Benchmarking is determining whether the knowledge base is complete and filling in any gaps.

Solutions: