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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

Question 1

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

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

Question 2

Which three are typical characteristics of successful projects?
(Choose 3)

A. All Interested parties are recognized.
B. A plan is developed for all aspects of communication.
C. Meetings are scheduled according to availability of staff.
D. The project is not discussed openly until project completion.
E. The number of people required for the project is agreed on.

Question 3

What is the most important reason for documenting processes and procedures?
(Choose 1)

A. Documenting processes and procedures is a requirement for incident management.
B. Documenting processes and procedures provides information for subject matter experts.
C. Documenting processes and procedures encourages adherence to policies and procedures.
D. Documenting processes and procedures allows analysts to display their creative sides.

Question 4

What aspect of SLM should you bear in mind in an outsourcing situation?
(Choose 1)

A. SLAs in an outsourcing situation should include guaranteed use of named individuals.
B. SLAs in an outsourcing situation require greater detail.
C. SLAs in an outsourcing situation require less detail.
D. SLAs in an outsourcing situation should include guaranteed fix times.

Question 5

You have recently implemented structured information gathering for some aspects of the support offered by your team. What is the best description of this method of acquiring information?
(Choose 1)

A. Asking the questions that you have been told to ask.
B. Asking customers to use email when requesting assistance.
C. Asking questions in a predefined sequence and format.
D. Asking the questions required to enable you to complete a task.

Solutions: