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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

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

2. What is a key element of the coaching process?
(Choose 1)

A) Encouraging a team ethos in the individual.
B) Schedule a follow-up meeting for a years time.
C) Pushing the individual to admit weak areas.
D) Encouraging participation by using open questions.

3. Which two of these statements best match your understanding of stress?
(Choose 2)

A) Stress is a crucial motivational force.
B) Stress is a reaction to a change.
C) Stress is natural and it can have positive or negative impacts.
D) Stress is a negative drag on enthusiasm levels in a team.
E) Stress is heightened personal awareness of a threat.

4. Which is the best reason for support analysts to follow standard operating procedures?
(Choose 1)

A) Following standard operating procedures increases employee satisfaction.
B) Following standard operating procedures enables faster, more efficient service.
C) Following standard operating procedures allows metrics to be captured.
D) Following standard operating procedures minimises performance problems.

5. What are two best practices for retaining valuable members of your team?
(Choose 2)

A) Let members of your team figure out the job for themselves.
B) Avoid criticising the members of your team and praise regularly.
C) Pay better than the industry average for the position.
D) Provide your employees with a clear career path.

Solutions: