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

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

2. You are meeting with your team to discuss staffing hours. Your team suggests that flexible working hours would better match staffing with workload and that it would also better help staff meet their personal needs. As the manager, what should you do?
(Choose 1)

A) Assign the idea to a corporate consultant for consideration.
B) Discuss further with the team, provide feedback and seek consensus before taking further action.
C) Inform your team that the suggestion will be considered during the annual planning process.
D) Execute the suggestion.

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

A) A wide range of emotions.
B) Involvement in decisions.
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.

4. What is an essential requirement for effective workforce scheduling?
(Choose 1)

A) Working out precise details for IT continuity situations.
B) Adjusting expectations as needed.
C) Ensuring that all shifts are staffed equally.
D) Gaining support for your plans from the Company Accountant.

5. Which is the best tool for tracking the number of abandoned calls to the Service Desk?
(Choose 1)

A) Call management system.
B) Automatic call distributor.
C) Knowledgebase.
D) Incident log.

Solutions: