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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

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

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

2. What is the best reason for using instant messaging in a support environment?
(Choose 1)

A) Use instant messaging to provide fast and easy access to internal experts.
B) Use instant messaging if the SLA prohibits deskside support.
C) Use instant messaging when the phone lines are all busy.
D) Use instant messaging if the analyst has poor phone skills.

3. What typical performance feature would you expect from your ACD?
(Choose 1)

A) The ability to eliminate 99% of abandoned call issues.
B) The ability to tell customers the analyst waiting time.
C) The ability to route calls to a correctly skilled analyst.
D) The ability to route calls to correct customer groups.

4. Which metric should you use to evaluate the success of Change Management?
(Choose 1)

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

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 prevents unauthorised changes from being made.
C) The change management process improves the productivity of customers.
D) The change management process ensures that all changes will be successful.

Solutions: