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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. If your team is performing effectively, which three of these characteristics should they display?
(Choose 3)

A) Involvement in decisions.
B) A wide range of emotions.
C) A broad mix of skills.
D) A clear sense of dedication and purpose.
E) A clear sense of fun and community.
F) High morale and motivation.

2. Which factor must be identified for successful service continuity planning?
(Choose 1)

A) Identify offices that are located near airports or city centres.
B) Identify which seasonal factors affect the electrical power supply systems.
C) Identify critical applications and their business continuity requirements.
D) Identify senior executives and where they live.

3. What is the best description of the activities of the incident management process?
(Choose 1)

A) Incident management ensures affected customers are using only approved workarounds.
B) Incident management records, documents and categorises all incidents or requests.
C) Incident management performs root cause analysis on each incident or request.
D) Incident management identifies the departments responsible for generating the most incidents.

4. What is a key component of an internal SWOT analysis?
(Choose 1)

A) Holding meetings with competitors.
B) Holding meetings with customers.
C) Focusing more on performance weaknesses identified.
D) Reporting performance weaknesses immediately to the board.

5. Which manager would be most likely to provide metrics on the number of RFCs submitted as a result of problems?
(Choose 1)

A) The Change manager.
B) The Release manager.
C) The Service Desk manager.
D) The Problem manager.

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