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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 benchmarking?
(Choose 1)

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

2. What are the two best descriptions of the role of telephone support?
(Choose 2)

A) It may offer levels II and III support.
B) It is the most cost-effective method of support.
C) It is the preferred method of support for all customers.
D) It uses an effective process for call escalation if the analyst is unable to resolve the call.

3. What is a typical operational metric that is an output of Configuration Management?
(Choose 1)

A) How many CIs relate to each IT system.
B) The cost of CIs arranged by department.
C) How many CIs identified that are not authorised.
D) How many CIs each department has.

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

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

5. What is a key component of an internal SWOT analysis?
(Choose 1)

A) Holding meetings with competitors.
B) Focusing more on performance weaknesses identified.
C) Holding meetings with customers.
D) Reporting performance weaknesses immediately to the board.

Solutions: