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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. What is the best description of self-healing tools?
(Choose 1)

A) Self-healing tools remove the emotion from a support request.
B) Self-healing tools identify when a problem has occurred and automatically corrects it.
C) Self-healing tools immediately dispatch an engineer when a customer makes a request.
D) Self-healing tools allow an analyst to control a customer desktop remotely.

2. Which two are key characteristics of an effective manager?
(Choose 2)

A) Develops effective procedures and implements them.
B) Understands business direction.
C) Demands extra effort to meet deadlines.
D) Continually champions the business goals and culture.

3. Which two of these are not core activities of IT Service Continuity Management?
(Choose 2)

A) Appointment and training of fire marshals.
B) Updating ongoing operational procedures.
C) Finding the correct offsite backup storage location.
D) Business Impact Assessment.
E) Implementing standby arrangements.

4. If a member of your team is unable to converse easily with a customer, due to lack of sufficient fluency in their language, which courses of action would be the best to take?
(Choose 2)

A) Ask the customer to e-mail them later.
B) Ask the customer to find a translation service and call you back.
C) Ask the customer if a colleague at their site can help with the conversation.
D) Ask a colleague on the service desk to take the call instead of you.

5. One of your team members has just returned to the desk after another period of being off work due to illness. They appear irritable and untalkative. What do you think is the most likely reason for this?
(Choose 1)

A) They are experiencing personal problems at home.
B) The Service Desk is on the 3rd Floor and there is no lift.
C) They cycle to work through heavy traffic.
D) They have found a new member of the team sitting at their desk.

Solutions: