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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. What is a best practice for recruiting the best possible staff?
(Choose 1)

A) Recruit only from the pool of recent college graduates.
B) Rehire previous employees who already know the job.
C) Let your team interview prospective employees.
D) Focus on the technical skills of prospective employees.

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

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

3. What are two key objectives of the IT change management process?
(Choose 2)

A) To ensure the customers are unaware of changes.
B) To ensure changes are processed efficiently.
C) To ensure that all changes are processed rapidly.
D) To ensure a standard approach to changes is utilised.
E) To ensure that changes are approved on a basis of cost.

4. What are two of the best descriptions of alignment with the business?
(Choose 2)

A) Understanding how business and IT can work together.
B) IT services and products are purchased or designed only if they meet critical business requirements.
C) Knowing what the business is trying to achieve.
D) All services and products are designed with profitability to the business as the key requirement.
E) Using ITSM practices to underline the necessity of IT to the business it supports.

5. What is the greatest benefit of implementing an IT change management process?
(Choose 1)

A) The change management process eliminates the damage created by unnecessary changes.
B) The change management process improves the productivity of customers.
C) The change management process prevents unauthorised changes from being made.
D) The change management process ensures that all changes will be successful.

Solutions: