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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. Which process within the Service Desk focuses on capturing, structuring, and sharing information?
(Choose 1)

A) Change management.
B) Incident management.
C) Knowledge management.
D) Problem management.

2. What is a primary benefit of having security policies in a Service Desk?
(Choose 1)

A) Security policies limit Internet access for all of the companys employees.
B) Security policies ensure that customers cannot carry out illegal transactions.
C) Security policies allow the Service Desk to stay open later.
D) Security levels are agreed, measured and monitored.

3. What is a negative effect of stress?
(Choose 1)

A) People take regular breaks.
B) People leave to work in other teams.
C) People work longer and are overworked.
D) People are often ill.

4. Which statement best describes two basic components of problem management?
(Choose 1)

A) Error control and problem control.
B) Knowledge control and time control.
C) Change control and incident control.
D) Document control and service control.

5. Which two actions will best provide you with the practical means for understanding cultural differences?
(Choose 2)

A) Reading books on outsourcing in other regions.
B) Watching foreign films.
C) Undertaking research on successful multinational.
D) Studying another language. r> D.Self-healing tools remove the emotion from a support request.
E) Visiting other countries.

Solutions: