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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. What is the most likely benefit of using IT asset management?
(Choose 1)

A) IT asset management protects the Service Desks assets in the event of a disaster.
B) IT asset management minimises the impact that changes have on customers.
C) IT asset management improves the accuracy of the knowledgebase.
D) IT asset management allows you to determine the total cost of ownership for the Service Desk.

2. Which of the following best describes error control?
(Choose 1)

A) Managing the error process.
B) Identifying underlying causes of incidents.
C) Identifying errors to be addressed by Change Management.
D) Proactive management of problems.

3. What should be the focus for developing a Configuration Management process?
(Choose 1)

A) Improving financial control of assets.
B) Reducing incidents and problems.
C) Improving risk analysis.
D) Logging all assets as Configuration items.

4. What typical performance feature would you expect from your ACD?
(Choose 1)

A) The ability to eliminate 99% of abandoned call issues.
B) The ability to tell customers the analyst waiting time.
C) The ability to route calls to a correctly skilled analyst.
D) The ability to route calls to correct customer groups.

5. Which process within the Service Desk focuses on capturing, structuring, and sharing information?
(Choose 1)

A) Problem management.
B) Knowledge management.
C) Incident management.
D) Change management.

Solutions: