HDI QQ0-301 : HDI Service Desk Manager (SDM)

Real exam environment

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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. Which would be a characteristic of an effective mentor?
(Choose 1)

A) A good mentor is able to listen and keep quiet for long periods.
B) A good mentor is able to get into an individuals psyche.
C) A good mentor able to inspire the individual.
D) A good mentor takes time to understand the individuals life goals.

2. What is one increasingly common Service Desk technology?
(Choose 1)

A) Desktop system failure software.
B) Network monitoring software.
C) Knowledge management systems.
D) Electronic paging boards.

3. Which one is a critical success factor for IT Service Continuity Management?
(Choose 1)

A) The whole IT organisation is aware of the business and service continuity plan.
B) The CIO has up to date information all the time.
C) SLA measures are never impacted.
D) IT risk is spread over two or more sites.

4. Which is the best reason for support analysts to follow standard operating procedures?
(Choose 1)

A) Following standard operating procedures allows metrics to be captured.
B) Following standard operating procedures increases employee satisfaction.
C) Following standard operating procedures enables faster, more efficient service.
D) Following standard operating procedures minimises performance problems.

5. What is the formula for calculating return on investment?
(Choose 1)

A) Value / Cost *100
B) Cost / Value *100
C) (Cost - Value) / Value *100
D) ((Value - Cost) / Cost) * 100

Solutions: