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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. What is the main purpose of Configuration Management?
(Choose 1)

A) To manage assets and control costs in the IT infrastructure.
B) To support Incident management with accurate configuration information.
C) To manage risk by documenting the infrastructure and all equipment.
D) To provide a model of the IT infrastructure.

2. What is the purpose of a vision statement?
(Choose 1)

A) To stretch peoples capabilities to the maximum.
B) To inform customers about strategy outcomes and benefits.
C) To provide a longer term view of what the Service Desk wishes to become.
D) To develop a strategy for business enhancements.

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

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

4. Which of these is a method for monitoring incidents?
(Choose 1)

A) Reviewing the incident log daily by type of incident.
B) Regularly checking on the incident management knowledgebase.
C) Carrying out regular customer follow-ups and satisfaction surveys.
D) Listening to customer/analyst calls.

5. Real-time, virtual and decentralised are all examples of what aspect of support?
(Choose 1)

A) Release management.
B) Service Desks.
C) Warehouse management systems.
D) Distribution centres.
E) Change management.

Solutions: