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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. You have a member of your team who is well liked by customers and staff alike, and you receive many compliments about him. What is the most likely reason for this?
(Choose 1)

A) He is a sympathetic person.
B) He is a flirt with an attractive smile.
C) He is a technical genius.
D) He is an empathic person.

2. Which process within the Service Desk focuses on capturing, structuring, and sharing information?
(Choose 1)

A) Knowledge management.
B) Incident management.
C) Problem management.
D) Change management.

3. What is an essential requirement for effective workforce scheduling?
(Choose 1)

A) Adjusting expectations as needed.
B) Working out precise details for IT continuity situations.
C) Ensuring that all shifts are staffed equally.
D) Gaining support for your plans from the Company Accountant.

4. Which statement most accurately describes what must be included in an IT change management process?
(Choose 1)

A) The possible risks of the proposed change must be assessed.
B) Any cross-cultural communication issues must be rectified.
C) The service level agreement must be modified to include the change.
D) The Service Desk must commit to the change even if it fails.

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

A) Maintain a strong and assertive stance towards the customer.
B) Emphasise the details of the customers concerns.
C) Offer several options for the customer to choose from.
D) Seek clarity on the source of issues or problems.

Solutions: