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Following are some reference material for actual HDI QQ0-301 exam test

HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. What is the primary goal of problem management?
(Choose 1)

A) The primary goal of problem management is to reduce the number of incidents.
B) The primary goal of problem management is to resolve incidents quickly.
C) The primary goal of problem management is to eliminate the cause of incidents.
D) The primary goal of problem management is to restore normal service.

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

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

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

4. What are two key objectives of having a good marketing strategy for the Service Desk?
(Choose 2)

A) A good marketing strategy shrinks the Service Desks headcount.
B) A good marketing strategy increases awareness that the Service Desk provides a return on investment.
C) A good marketing strategy gives the Service Desks analysts more accountability.
D) A good marketing strategy increases awareness that the Service Desk provides the best point of contact.
E) A good marketing strategy decreases the total cost of ownership for the Service Desk.

5. What are two critical success factors for Problem management?
(Choose 2)

A) The proper classification of incidents is consistent.
B) The impact of problems on business activity is eliminated.
C) The quality of service is stabilised.
D) The cost of IT to the business is reduced.
E) The cost of IT to the business is justified.

Solutions: