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. Your team is expected to resolve most incidents and problems themselves without sending deskside personnel to support the customer. However, there are occasions when the team needs to offer deskside support. What is the best reason for using deskside support?
(Choose 1)

A) Your team should be more visible in the company.
B) Your team cannot resolve the problem using remote support methods.
C) Your team is short-staffed due to training commitments.
D) Your team is unsure of how to resolve the problem.

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

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

3. How will a SWOT best assist you in developing your teams performance?
(Choose 1)

A) A SWOT helps you identify areas for growth for your team.
B) A SWOT enables you to identify incentives that are attractive to your team.
C) A SWOT helps you identify marketing opportunities as it shows the teams strengths.
D) A SWOT provides an opportunity to hold regular meetings with your team.

4. Real-time, virtual and decentralised are all examples of what aspect of support?
(Choose 1)

A) Service Desks.
B) Change management.
C) Release management.
D) Distribution centres.
E) Warehouse management systems.

5. What are two quality assurance methods for monitoring analyst productivity?
(Choose 2)

A) Interactive voice response monitoring.
B) Random call monitoring.
C) Video monitoring.
D) System network monitoring.
E) Regular KPI monitoring.

Solutions: