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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. Is it correct to say that in reality the Configuration Management Database must be accurate and up to date?
(Choose 1)

A) Sometimes.
B) Only if the CIs are comprehensive.
C) Always, where possible.
D) Always, without exception.

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

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

3. What typical performance feature would you expect from your ACD?
(Choose 1)

A) The ability to tell customers the analyst waiting time.
B) The ability to route calls to a correctly skilled analyst.
C) The ability to route calls to correct customer groups.
D) The ability to eliminate 99% of abandoned call issues.

4. What are two of the best uses of self-service technology?
(Choose 2)

A) Self-service technology allows customers to comment on the performance of support staff.
B) Self-service technology maintains an inventory of equipment.
C) Self service technology allows customers to find information on procedures.
D) Self-service technology helps customers talk to one another about problems.
E) Self-service technology gives customers the ability to solve problems on their own.

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

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

Solutions: