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 the most important benefit of IT configuration management?
(Choose 1)

A) IT configuration management enables more efficient usage of software.
B) IT configuration management recovers critical systems information after a software failure.
C) IT configuration management identifies illegally installed or unlicensed software.
D) IT configuration management allows information to be automatically entered into the knowledge base.

2. Which is the best example of one-way information gathering?
(Choose 1)

A) Receiving an e-mail from the customer.
B) Asking the customer questions on the phone.
C) Requesting that the customer fill out a questionnaire.
D) Conducting a face-to face interview with the customer.

3. What are two reasonable expectations of customers when contacting the Service Desk?
(Choose 2)

A) Customers should expect a consistent response to their requirements.
B) Customers should expect their status in the organisation to be recognized.
C) Customers should expect service desk staff to be expert in all technology areas.
D) Customers should expect the service desk to provide value for the money spent on it.
E) Customers should expect all incidents to be fixed at first point of contact.

4. What is the main purpose of Configuration Management?
(Choose 1)

A) To manage assets and control costs in the IT infrastructure.
B) To support Incident management with accurate configuration information.
C) To provide a model of the IT infrastructure.
D) To manage risk by documenting the infrastructure and all equipment.

5. What is the best way that a Service Desk can provide value to the company?
(Choose 1)

A) A Service Desk can best provide value to the company by overseeing change management.
B) A Service Desk can best provide value to the company by becoming business centric.
C) A Service Desk can best provide value to the company by implementing incident and problem management processes.
D) A Service Desk can best provide value to the company by using self-service technology.

Solutions: