HDI Service Desk Manager (SDM) : QQ0-301

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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. Which is a principal activity within security management?
(Choose 1)

A) Development of skills to control system access.
B) Development of security plans to meet SLAs.
C) Development of plans for secure access to configuration items.
D) Re-setting passwords.

2. What is the most likely advantage of off-site outsourcing?
(Choose 1)

A) Off-site outsourcing increases capital expenditure and reduces headcount.
B) Off-site outsourcing reduces capital expenditure and headcount.
C) Off-site outsourcing reduces capital expenditure and increases headcount.
D) Off-site outsourcing increases capital expenditure and headcount.

3. Why is a code of conduct important in a successful support environment?
(Choose 1)

A) A code of conduct documents exceptions to the rules.
B) A code of conduct ensures compliance from all employees.
C) A code of conduct ensures the expected behaviour of other staff towards Service Desk personnel.
D) A code of conduct describes what behaviour is deemed to be ethical.
E) A code of conduct provides clarity of penalties for all complaints.

4. What is a key benefit of change management?
(Choose 1)

A) Minimised service disruption.
B) An increased number of changes.
C) A reduction in the number of problems.
D) An accurate Configuration Management Database (CMDB).

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

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

Solutions: