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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

Question 1

Why is a code of conduct important in a successful support environment?
(Choose 1)

A. A code of conduct describes what behaviour is deemed to be ethical.
B. A code of conduct ensures compliance from all employees.
C. A code of conduct documents exceptions to the rules.
D. A code of conduct ensures the expected behaviour of other staff towards Service Desk personnel.
E. A code of conduct provides clarity of penalties for all complaints.

Question 2

What is the best description of the role of computer telephony integration?
(Choose 1)

A. Computer telephony integration combines e-mail and voice mail into a common inbox.
B. Computer telephony integration enables universal call routing of multiple contact methods.
C. Computer telephony integration provides instant online access to voice and data systems.
D. Computer telephony integration facilitates the efficient processing of customer contacts.

Question 3

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

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

Question 4

What three steps should be included when calculating Return On Investment?
(Choose 3)

A. Identify cost savings or productivity benefits.
B. Provide alternative suggestions for service desk staffing.
C. Identify operational quality improvements.
D. Provide timeframe estimates for future service improvements.
E. Report findings.

Question 5

Where would you be most likely to find a values statement?
(Choose 1)

A. Mission statement.
B. ROI description.
C. Vision statement.
D. Marketing pamphlets.

Solutions: