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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. What are three critical success factors for Incident management?
(Choose 3)

A) Service level requirements are known and understood.
B) Processes are adhered to.
C) Consistency in service quality.
D) The cost of the new call management system is proven.
E) All incident logs contain greater detail.

2. What are two key operational metrics for release management activities?
(Choose 2)

A) The number of new hardware releases requested by customers over a period of time.
B) The number of incremental software releases over a period of time.
C) The number of problems recorded in the problem management database that are attributable to releases over a period of time.
D) The number of CIs added to the CMDB (Configuration Management Database) over a period of time.

3. What is an essential key performance indicator to ensure that IT Service Continuity Management is kept up to date?
(Choose 1)

A) Backup logs of key business data files.
B) Regular inspection of the third party contractor process.
C) Clearly documented IT Service Continuity Management procedures.
D) Regular IT service continuity testing.

4. What is the best description of a code of conduct?
(Choose 1)

A) A code of conduct serves as a foundation for business practices.
B) A code of conduct explains what is expected of employees.
C) A code of conduct defines the parameters for standard operating procedures.
D) A code of conduct provides details of how to instigate a libel action.

5. You are introducing a self-service option as another channel of support for your customers to use. What three things will this will enable them to do?
(Choose 3)

A) Find details of password reset options.
B) Update contact information.
C) Find out where the nearest technology suppliers are based.
D) Discover what the SLA contains.
E) Request a change to their work schedule.

Solutions: