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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. Which key performance indicator would be expected from Security Management?
(Choose 1)

A) Review of security SLAs.
B) Regular assessment of incidents and problems.
C) Timely assessments of password incidents.
D) Timely completion of risk assessments.

2. Which metric would management expect to see and use from configuration management?
(Choose 1)

A) Total number of CIs.
B) Number of incidents logged against CIs.
C) Number of unauthorised CIs.
D) Number of CIs against SLAs.

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) A first level support team.
C) Another internal support team.
D) Senior management.

4. Which factor must be identified for successful service continuity planning?
(Choose 1)

A) Identify critical applications and their business continuity requirements.
B) Identify senior executives and where they live.
C) Identify offices that are located near airports or city centres.
D) Identify which seasonal factors affect the electrical power supply systems.

5. What is the relationship between the Service Desks average speed to Answer and its abandon rate?
(Choose 1)

A) If the average speed to Answer is low then the abandon rate is likely to be high.
B) The average speed to Answer has no effect on the abandon rate.
C) If the average speed to Answer is high then the abandon rate is likely to be high.
D) If the average speed to Answer is high then the abandon rate is likely to be low.

Solutions: