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

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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. What is a best practice for negotiating successfully with customers?
(Choose 1)

A) Ensure the customer understands that you will decide on the best course of action.
B) Focus on the route you believe resolution should take.
C) Give primary consideration to the technical aspect of the solution.
D) Stay focused on what is needed rather than on how to get there. support request.

2. You have worked hard to develop good working relationships with your team members. What are the two best actions you can take to maintain this situation?
(Choose 2)

A) Develop a skills matrix and training plan.
B) Delegate key decision-making to create a learning curve for potential supervisors.
C) Develop a plan that enables them to move out of the team and into other support teams.
D) Identify other skills they have and find ways in which they can use them.

3. Identify one of the primary tasks in organising your resources.
(Choose 1)

A) Align resources to projects or activities.
B) Get senior management approval for the resource plan.
C) Organise frequent motivational sessions with your team.
D) Draw up a monthly rota of shift patterns.

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

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

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

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

Solutions: