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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. What is the best description of remote control support?
(Choose 1)

A) Remote control allows the analysts supervisor to take control of a call from a remote location.
B) Remote control allows the customer to control which analyst will provide support from a remote location.
C) Remote control support allows the analyst to take control of the customers system from a remote location.
D) Remote control support allows the analyst to control which applications a customer can use from a remote location.

2. Which one is a critical success factor for IT Service Continuity Management?
(Choose 1)

A) SLA measures are never impacted.
B) The CIO has up to date information all the time.
C) IT risk is spread over two or more sites.
D) The whole IT organisation is aware of the business and service continuity plan.

3. What is the greatest benefit of implementing an IT change management process?
(Choose 1)

A) The change management process prevents unauthorised changes from being made.
B) The change management process improves the productivity of customers.
C) The change management process eliminates the damage created by unnecessary changes.
D) The change management process ensures that all changes will be successful.

4. What is the most likely benefit of using IT asset management?
(Choose 1)

A) IT asset management protects the Service Desks assets in the event of a disaster.
B) IT asset management minimises the impact that changes have on customers.
C) IT asset management improves the accuracy of the knowledgebase.
D) IT asset management allows you to determine the total cost of ownership for the Service Desk.

5. Which definition best describes an IT service catalogue?
(Choose 1)

A) A service catalogue is a customer driven document detailing the contractual obligations of IT.
B) A service catalogue is a detailed list of applications and sub-systems.
C) A service catalogue is a record of systems and services in the SLA.
D) A service catalogue is a list of business services provided by IT.
E) A service catalogue is a list of all IT systems.

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