HDI QQ0-301 : HDI Service Desk Manager (SDM)

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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

Question 1

What are two key objectives of having a good marketing strategy for the Service Desk?
(Choose 2)

A. A good marketing strategy increases awareness that the Service Desk provides the best point of contact.
B. A good marketing strategy increases awareness that the Service Desk provides a return on investment.
C. A good marketing strategy shrinks the Service Desks headcount.
D. A good marketing strategy gives the Service Desks analysts more accountability.
E. A good marketing strategy decreases the total cost of ownership for the Service Desk.

Question 2

What is the primary benefit of implementing a release management process?
(Choose 1)

A. A release management process eradicates single points of failure.
B. A release management process ensures that the products will be well received by everyone.
C. A release management process allows managers to maintain control over products.
D. A release management process enables resources to be utilised more effectively.

Question 3

Identify one of the key planning tasks a manager must carry out.
(Choose 1)

A. Make tactical short-term decisions to meet strategic goals.
B. Produce a detailed task flowchart.
C. Seek main board approval for operational process changes.
D. Devise a multi-layered plan to meet resourcing needs.

Question 4

You have worked hard to develop good working relationships with your team members. What are the two best actions you can take to maintain this situation?
(Choose 2)

A. Develop a skills matrix and training plan.
B. Develop a plan that enables them to move out of the team and into other support teams.
C. Delegate key decision-making to create a learning curve for potential supervisors.
D. Identify other skills they have and find ways in which they can use them.

Question 5

What is a key principle of negotiation with customers?
(Choose 1)

A. Determine the customers underlying business need.
B. Focus on the individual rather than on the resolution.
C. Seek a solution that aligns with Support Centre policies and processes.
D. Stick to the facts and ignore the customers emotions.

Solutions: