HDI Service Desk Manager (SDM) - QQ0-301

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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. What are two of the best uses of self-service technology?
(Choose 2)

A) Self service technology allows customers to find information on procedures.
B) Self-service technology allows customers to comment on the performance of support staff.
C) Self-service technology helps customers talk to one another about problems.
D) Self-service technology maintains an inventory of equipment.
E) Self-service technology gives customers the ability to solve problems on their own.

2. What is the most likely benefit of introducing an organisational change management process?
(Choose 1)

A) A change management process ensures that all changes will be successful.
B) A change management process prevents unpopular changes from being made.
C) A change management process eliminates the damage created by unnecessary changes.
D) A change management process improves the organisations performance.

3. You manage an internal Service Desk and are about to roll out a major project.
Call volume is expected to increase as a result and you are looking for outside help from another organisation.
You require the organisations staff to work on your site. What best describes the solution you are considering? (Choose 1)

A) Recruiting. rialZ br
B) Insourcing.
C) Off-site outsourcing.
D) On-site outsourcing.

4. What are three key indicators that show that one of your team might be undergoing stress in their life?
(Choose 3)

A) They are supporting a new application that they dont like and are reluctant to talk to the development team about it.
B) They are often late for work and get irritable when it is mentioned.
C) They seem to get into a lot of arguments and are always very cynical.
D) They have a lot of folders open on their desk and always appear to have too much work to do.

5. What is the best reason for using instant messaging in a support environment?
(Choose 1)

A) Use instant messaging when the phone lines are all busy.
B) Use instant messaging to provide fast and easy access to internal experts.
C) Use instant messaging if the analyst has poor phone skills.
D) Use instant messaging if the SLA prohibits deskside support.

Solutions: