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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. You are planning a marketing campaign to raise customer awareness of the Service Desk and the benefits it brings to the business. What three activities would be most effective in doing this?
(Choose 3)

A) Give all customers a stress ball with Service Desk contact details printed on it.
B) Schedule your staff to floor walk at regular intervals.
C) Offer customers the opportunity to experience life on the Service Desk.
D) Offer a programme of lunch and learn sessions.
E) Organise a road show.

2. Which definition best describes an IT service catalogue?
(Choose 1)

A) A service catalogue is a customer driven document detailing the contractual obligations of IT.
B) A service catalogue is a list of business services provided by IT.
C) A service catalogue is a detailed list of applications and sub-systems.
D) A service catalogue is a list of all IT systems.
E) A service catalogue is a record of systems and services in the SLA.

3. What is the best description of the Service Desks role in the Incident Management process?
(Choose 1)

A) The Service Desk passes all incidents to the problem management team.
B) The Service Desk documents all important customer requests for service.
C) The Service Desk determines the root cause of all incidents.
D) The Service Desk monitors all incidents until they are closed.

4. What process is used to document and monitor the Service Desks service objectives and goals?
(Choose 1)

A) Service level management.
B) Performance management.
C) Risk management.
D) Objective management.

5. What are three activities undertaken by a service desk manager that demonstrates they are running their team like a business?
(Choose 3)

A) They recruit predominantly from Universities and Colleges.
B) They promote a culture of responsibility.
C) They define tight timescales for all activities.
D) They ensure all staff understand the deliverables required.
E) They understand the effect of the desks actions on the organization.

Solutions: