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

2. Which of these considerations is the most important for you to take into account when benchmarking?
(Choose 1)

A) The different corporate cultures.
B) The different goals and objectives of each organisation.
C) The number of items in each organisations Configuration Management Database.
D) The costing methodology used in the benchmark partners SLAs.

3. Your team is working hard, and the atmosphere is busy but friendly. What three key actions have you taken to create this situation?
(Choose 3)

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

4. What are three critical success factors for Incident management?
(Choose 3)

A) Processes are adhered to.
B) All incident logs contain greater detail.
C) The cost of the new call management system is proven.
D) Consistency in service quality.
E) Service level requirements are known and understood.

5. Which three are required activities for a service desk manager when undertaking the financial management of the Service Desk?
(Choose 3)

A) Budgeting calculations.
B) Return on investment calculations.
C) Unit costs calculations and analysis.
D) Staffing policies and procedures.
E) Stocks and Bonds calculations.

Solutions: