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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. Which of these considerations is the most important for you to take into account when benchmarking?
(Choose 1)

A) The different goals and objectives of each organisation.
B) The number of items in each organisations Configuration Management Database.
C) The different corporate cultures.
D) The costing methodology used in the benchmark partners SLAs.

2. Your team is expected to resolve most incidents and problems themselves without sending deskside personnel to support the customer. However, there are occasions when the team needs to offer deskside support. What is the best reason for using deskside support?
(Choose 1)

A) Your team should be more visible in the company.
B) Your team cannot resolve the problem using remote support methods.
C) Your team is short-staffed due to training commitments.
D) Your team is unsure of how to resolve the problem.

3. What is the most important reason for documenting processes and procedures?
(Choose 1)

A) Documenting processes and procedures allows analysts to display their creative sides.
B) Documenting processes and procedures is a requirement for incident management.
C) Documenting processes and procedures provides information for subject matter experts.
D) Documenting processes and procedures encourages adherence to policies and procedures.

4. What is the best description of organisational change management?
(Choose 1)

A) Organisational change management is the process designed to analyse activities to reduce or eliminate certain activities or costs.
B) Organisational change management is a standard that guides development activities.
C) Organisational change management is a strategic, integrated management system for achieving customer satisfaction.
D) Organisational change management is a process designed to carry out changes to the organisations structure in a co-ordinated and project-based manner.

5. What is the most important benefit of benchmarking?
(Choose 1)

A) Benchmarking provides the basis for improvement initiatives.
B) Benchmarking justifies requesting additional money for the budget.
C) Benchmarking identifies ways of reducing headcount.
D) Benchmarking removes the risk of outsourcing.

Solutions: