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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. Which of the following best describes error control?
(Choose 1)

A) Identifying errors to be addressed by Change Management.
B) Proactive management of problems.
C) Managing the error process.
D) Identifying underlying causes of incidents.

2. You manage an internal Service Desk and are about to roll out a major project.
Call volume is expected to increase as a result and you are looking for outside help from another organisation.
You require the organisations staff to work on your site. What best describes the solution you are considering? (Choose 1)

A) On-site outsourcing.
B) Insourcing.
C) Recruiting. rialZ br
D) Off-site outsourcing.

3. How would you measure the success of Problem Management?
(Choose 2)

A) A reduction in the time taken to resolve known errors.
B) A reduced number of incidents at the Service Desk.
C) Reduced cost per call.
D) A reduced number of changes.

4. Which is considered to be a business best practice quality model?
(Choose 1)

A) HDI certification.
B) COBIT.
C) CMM.
D) Six Sigma.

5. What is the relationship between the Service Desks average speed to Answer and its abandon rate?
(Choose 1)

A) If the average speed to Answer is high then the abandon rate is likely to be low.
B) If the average speed to Answer is low then the abandon rate is likely to be high.
C) The average speed to Answer has no effect on the abandon rate.
D) If the average speed to Answer is high then the abandon rate is likely to be high.

Solutions: