HDI Service Desk Manager (SDM) - QQ0-301 Exam Practice Test

A. Provided opportunities for development. B. Provided daily donuts and fruit juice for all the team. C. Offered your team involvement in decisions that affect them. D. Developed a scheme that rewards star performers. E. Offered low basic salaries with high performance related pay possibilities. F. Explained the teams goals and objectives.

A. Increasing number of normal changes (RFCs) B. Increasing number of service requests. C. Reduction in service disruption. D. Reduction in cost per incident.

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.

A. Pushing the individual to admit weak areas. B. Encouraging participation by using open questions. C. Encouraging a team ethos in the individual. D. Schedule a follow-up meeting for a years time.

A. Effective recovery of business systems. B. Lower future insurance premiums. C. Improved management of risk and resources. D. Meeting regulatory requirements.

A. A plan is developed for all aspects of communication. B. The project is not discussed openly until project completion. C. Meetings are scheduled according to availability of staff. D. The number of people required for the project is agreed on. E. All Interested parties are recognized.

A. Determine the customers underlying business need. B. Seek a solution that aligns with Support Centre policies and processes. C. Stick to the facts and ignore the customers emotions. D. Focus on the individual rather than on the resolution.

A. A change management process eliminates the damage created by unnecessary changes. B. A change management process improves the organisations performance. C. A change management process prevents unpopular changes from being made. D. A change management process ensures that all changes will be successful.

A. Seek main board approval for operational process changes. B. Produce a detailed task flowchart. C. Make tactical short-term decisions to meet strategic goals. D. Devise a multi-layered plan to meet resourcing needs.

A. Total workstations available. B. Type of support to be provided. C. Budget restraints. D. Projected call volume.

A. To align IT and business resource management. B. To achieve continuous improvement of the cost effectiveness of IT services. C. To determine the number of Service Desk staff required. D. To agree with the customer about how IT services should be delivered.

A. Customer satisfaction. B. First contact resolution. C. Cost per incident. D. Average speed to Answer.

A. Documenting processes and procedures allows analysts to display their creative sides. B. Documenting processes and procedures is a requirement for incident management. C. Documenting processes and procedures provides information for subject matter experts. D. Documenting processes and procedures encourages adherence to policies and procedures.

A. A key requirement for successful project management is to define co-operative activities. B. A key requirement for successful project management is to define project objectives. C. A key requirement for successful project management is to define stand-alone activities. D. A key requirement for successful project management is to define your role in the project.