HDI HDI World wide Certification QQ0-301

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HDI Service Desk Manager (SDM) Sample Questions:

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

2. 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.

3. Which of these is a method for monitoring incidents?
(Choose 1)

A) Carrying out regular customer follow-ups and satisfaction surveys.
B) Reviewing the incident log daily by type of incident.
C) Listening to customer/analyst calls.
D) Regularly checking on the incident management knowledgebase.

4. You have been tasked with conducting a SWOT analysis of the Service Desk.
What is the best description of what you will be required to do? (Choose 1)

A) Identify its successes, weaknesses, opportunities and threats. nArialZ br
B) Identify its strengths, wants, organisation and threats.
C) Identify its strengths, weaknesses, opportunities and threats.
D) Identify its size, wants, outages and tactics.

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

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

Solutions: