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

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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

Question 1

Which factor must be identified for successful service continuity planning?
(Choose 1)

A. Identify which seasonal factors affect the electrical power supply systems.
B. Identify critical applications and their business continuity requirements.
C. Identify senior executives and where they live.
D. Identify offices that are located near airports or city centres.

Question 2

You have been asked to create a knowledgebase by your IT service director. What three activities should you undertake to enable a satisfactory outcome to this task?
(Choose 3)

A. Request a part-time resource to assist you with the task.
B. Review all solutions to verify their validity and content.
C. Delegate the task to your team leaders as part of their development programme.
D. Establish review procedures to test the structure of the knowledgebase.
E. Evaluate information to assure conformity with the required standards.

Question 3

Which is the best reason for support analysts to follow standard operating procedures?
(Choose 1)

A. Following standard operating procedures allows metrics to be captured.
B. Following standard operating procedures increases employee satisfaction.
C. Following standard operating procedures enables faster, more efficient service.
D. Following standard operating procedures minimises performance problems.

Question 4

If your team is performing effectively, which three of these characteristics should they display?
(Choose 3)

A. A wide range of emotions.
B. High morale and motivation.
C. A clear sense of fun and community.
D. A clear sense of dedication and purpose.
E. Involvement in decisions.
F. A broad mix of skills.

Question 5

What is the most important reason for documenting processes and procedures?
(Choose 1)

A. Documenting processes and procedures encourages adherence to policies and procedures.
B. Documenting processes and procedures allows analysts to display their creative sides.
C. Documenting processes and procedures provides information for subject matter experts.
D. Documenting processes and procedures is a requirement for incident management.

Solutions: