HDI Service Desk Manager (SDM) - QQ0-301

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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

Question 1

What is one of the main benefits of incident monitoring?
(Choose 1)

A. It ensures consistent first level responses.
B. It provides excellent examples of unique call handling techniques.
C. It allows regular assessment of incident types.
D. It identifies areas where analyst skills can be improved.

Question 2

Which are the two most appropriate situations for providing deskside support?
(Choose 2)

A. Provide deskside support if you must replace the customers hardware.
B. Provide deskside support to address an urgent requirement.
C. Provide deskside support if the Service Desk is not busy.
D. Provide deskside support if you need to calm the customer down.
E. Provide deskside support only if the SLA requires it.

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

Question 4

Part of your induction programme for a new starter includes assignment of a buddy for the duration of their induction. What are two of the most important reasons for doing this?
(Choose 2)

A. To be assigned as a buddy is part of your teams KPIs.
B. They have less need to refer to the standard operating procedures.
C. It speeds up the process of getting them to a level of acceptable competency.
D. It creates a sense of security for the new team member.

Question 5

What is the best criterion to use when deciding the type of support to provide to a customer?
(Choose 1)

A. The customers authority level.
B. The support resources available.
C. The incidents impact on the business.
D. Key performance indicators.

Solutions: