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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

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

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

2. We all admire great leaders. What two leadership characteristics best demonstrate leadership skills?
(Choose 2)

A) The ability to communicate a clear vision and direction.
B) Being an effective and engaging speaker.
C) Being at work early and finishing late.
D) Planning and following through activities.
E) Helping the team complete even the most mundane tasks.

3. You are the Service Desks manager and you have been tasked to develop an operational level agreement. With which group are you most likely to be negotiating this agreement?
(Choose 1)

A) A customer focus group.
B) Another internal support team.
C) Senior management.
D) A first level support team.

4. What are the two best descriptions of a team player?
(Choose 2)

A) A team player is a person that can be relied upon.
B) A team player is reliable, considerate and respectful of others.
C) A team player has a high customer satisfaction rating.
D) A team player meets individual performance goals.

5. What process is used to document and monitor the Service Desks service objectives and goals?
(Choose 1)

A) Objective management.
B) Risk management.
C) Performance management.
D) Service level management.

Solutions: