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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. Which of these are important benefits of having an effective team?
(Choose 2)

A) Improved staff and customer relations.
B) A willingness to collaborate with and assist other team members.
C) Exemplary time management.
D) Improved task scheduling.
E) Improved acceptance of your team by other departments.

2. What is the most accurate description of staffing?
(Choose 1)

A) Ensuring that you staff according to the objectives of ITSM.
B) Ensuring that unplanned absences are allowed for in the rota.
C) Ensuring that adequate staff are available to provide IT services as defined in the SLA.
D) Ensuring that shifts all have the same number of staff.

3. What is considered to be a type of one-way information gathering?
(Choose 1)

A) Chat room.
B) Telephone conversation.
C) Voice mail.
D) Using open questions.

4. What is the most likely advantage of off-site outsourcing?
(Choose 1)

A) Off-site outsourcing reduces capital expenditure and headcount.
B) Off-site outsourcing increases capital expenditure and headcount.
C) Off-site outsourcing increases capital expenditure and reduces headcount.
D) Off-site outsourcing reduces capital expenditure and increases headcount.

5. What is the most important benefit of IT configuration management?
(Choose 1)

A) IT configuration management sets the Service Desk apart from other departments.
B) IT configuration management means that the Service Desk is more likely gain certification status.
C) IT configuration management enables the Service Desk to purchase more IT equipment.
D) IT configuration management facilitates the Service Desks task of re-allocation and reuse of equipment and licenses.

Solutions: