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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. What aspect of SLM should you bear in mind in an outsourcing situation?
(Choose 1)

A) SLAs in an outsourcing situation should include guaranteed fix times.
B) SLAs in an outsourcing situation should include guaranteed use of named individuals.
C) SLAs in an outsourcing situation require less detail.
D) SLAs in an outsourcing situation require greater detail.

2. Which definition best describes an IT service catalogue?
(Choose 1)

A) A service catalogue is a list of business services provided by IT.
B) A service catalogue is a record of systems and services in the SLA.
C) A service catalogue is a detailed list of applications and sub-systems.
D) A service catalogue is a customer driven document detailing the contractual obligations of IT.
E) A service catalogue is a list of all IT systems.

3. 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 has a high customer satisfaction rating.
C) A team player meets individual performance goals.
D) A team player is reliable, considerate and respectful of others.

4. Identify one of the primary tasks in organising your resources.
(Choose 1)

A) Get senior management approval for the resource plan.
B) Align resources to projects or activities.
C) Draw up a monthly rota of shift patterns.
D) Organise frequent motivational sessions with your team.

5. What is the best way that you, as a Service Manager, can anticipate problems, develop contingency plans and sustain progress?
(Choose 1)

A) Undertake a gap analysis.
B) Visualise your next management position.
C) Undertake a risk analysis for each phase of an initiative.
D) Delegate responsibility for each phase of an initiative.

Solutions: