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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. What are two key objectives of having a good marketing strategy for the Service Desk?
(Choose 2)

A) A good marketing strategy decreases the total cost of ownership for the Service Desk.
B) A good marketing strategy increases awareness that the Service Desk provides a return on investment.
C) A good marketing strategy gives the Service Desks analysts more accountability.
D) A good marketing strategy increases awareness that the Service Desk provides the best point of contact.
E) A good marketing strategy shrinks the Service Desks headcount.

2. Which of these is important for controlling and co-ordinating activities?
(Choose 1)

A) Set task priorities to meet senior management directives.
B) Delegate and empower where appropriate.
C) Set rigid target deadlines for each tasks activities.
D) Oversee all day-to-day tasks.

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

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

4. What is the most likely advantage of outsourcing?
(Choose 1)

A) Outsourcing improves staff morale.
B) Outsourcing provides defined and documented service levels.
C) Outsourcing transfers responsibility to the outsourcer.
D) Outsourcing eliminates the need for supervisors.

5. Which statement best describes IT asset management?
(Choose 1)

A) IT asset management restricts the improper use of software.
B) IT asset management is lifecycle management for IT equipment.
C) IT asset management controls the Service Desks hardware.
D) IT asset management is a comprehensive IT library.

Solutions: