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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. What is the primary goal of problem management?
(Choose 1)

A) The primary goal of problem management is to eliminate the cause of incidents.
B) The primary goal of problem management is to restore normal service.
C) The primary goal of problem management is to reduce the number of incidents.
D) The primary goal of problem management is to resolve incidents quickly.

2. What is a negative effect of stress?
(Choose 1)

A) People take regular breaks.
B) People work longer and are overworked.
C) People leave to work in other teams.
D) People are often ill.

3. Which of these are important benefits of having an effective team?
(Choose 2)

A) Improved acceptance of your team by other departments.
B) Improved staff and customer relations.
C) A willingness to collaborate with and assist other team members.
D) Exemplary time management.
E) Improved task scheduling.

4. What metric is not expected from Incident Management?
(Choose 1)

A) SLA performance.
B) Number of RFCs.
C) Number of service requests.
D) Fix and response times.

5. You really want to encourage good teamwork in your Service Desk. Which of these activities is the best one to undertake to help you to achieve your objective?
(Choose 1)

A) Organise regular team social events.
B) Encourage the personalisation of workstations.
C) Ensure a secure working environment.
D) Work together to accomplish common goals.

Solutions: