HDI QQ0-301 Exam : HDI Service Desk Manager (SDM)

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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. What is the main purpose of Configuration Management?
(Choose 1)

A) To manage assets and control costs in the IT infrastructure.
B) To manage risk by documenting the infrastructure and all equipment.
C) To provide a model of the IT infrastructure.
D) To support Incident management with accurate configuration information.

2. What is an objective of a quality assurance programme?
(Choose 1)

A) To align IT and business resource management.
B) To determine the number of Service Desk staff required.
C) To achieve continuous improvement of the cost effectiveness of IT services.
D) To agree with the customer about how IT services should be delivered.

3. Which manager would be most likely to provide metrics on the number of RFCs submitted as a result of problems?
(Choose 1)

A) The Change manager.
B) The Release manager.
C) The Problem manager.
D) The Service Desk manager.

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

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

5. What is the best description of a code of conduct?
(Choose 1)

A) A code of conduct defines the parameters for standard operating procedures.
B) A code of conduct provides details of how to instigate a libel action.
C) A code of conduct serves as a foundation for business practices.
D) A code of conduct explains what is expected of employees.

Solutions: