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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. What is a typical feature of an IT Service Management system or tool?
(Choose 1)

A) Ability to record, track and manage incidents, problems and changes.
B) Is able to analyse and smooth resource peaks and troughs.
C) Forms the core process element for incident management.
D) Helps customers fix problems more quickly.

2. What is a best practice for negotiating successfully with customers?
(Choose 1)

A) Give primary consideration to the technical aspect of the solution.
B) Focus on the route you believe resolution should take.
C) Stay focused on what is needed rather than on how to get there. support request.
D) Ensure the customer understands that you will decide on the best course of action.

3. If your team is performing effectively, which three of these characteristics should they display?
(Choose 3)

A) A wide range of emotions.
B) A broad mix of skills.
C) Involvement in decisions.
D) A clear sense of fun and community.
E) A clear sense of dedication and purpose.
F) High morale and motivation.

4. A customer calls from within your office complex. They are having trouble configuring the new order management software on their computer. It is 5:50 p.m., and your support desk closes at 6:00 p.m. What is the best method your analysts should use to resolve this problem?
(Choose 1)

A) Dispatch a deskside support analyst to address the incident.
B) Transfer the customer to the software vendor for support.
C) Talk the customer through the steps to resolve the problem.
D) Schedule a callback to resolve the problem in the morning.

5. Which two of the following are key components of a marketing programme?
(Choose 2)

A) Planning and scheduling ongoing communication.
B) Targeting messages to all IT.
C) Identifying the key customers.
D) Communication to all stakeholders in a similar manner.
E) Defining the message and communicating to the relevant audience.

Solutions: