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

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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. What is a key component of an internal SWOT analysis?
(Choose 1)

A) Holding meetings with customers.
B) Focusing more on performance weaknesses identified.
C) Reporting performance weaknesses immediately to the board.
D) Holding meetings with competitors.

2. What are three activities to take when developing the IT Service Continuity management process?
(Choose 3)

A) Undertake a business impact assessment.
B) Perform risk analysis.
C) Implement stand-by procedures.
D) Determine the strategy.

3. Which statement most accurately describes what must be included in an IT change management process?
(Choose 1)

A) The service level agreement must be modified to include the change.
B) The Service Desk must commit to the change even if it fails.
C) The possible risks of the proposed change must be assessed.
D) Any cross-cultural communication issues must be rectified.

4. Which is the best example of one-way information gathering?
(Choose 1)

A) Requesting that the customer fill out a questionnaire.
B) Conducting a face-to face interview with the customer.
C) Asking the customer questions on the phone.
D) Receiving an e-mail from the customer.

5. What is the best description of organisational change management?
(Choose 1)

A) Organisational change management is a process designed to carry out changes to the organisations structure in a co-ordinated and project-based manner.
B) Organisational change management is a standard that guides development activities.
C) Organisational change management is the process designed to analyse activities to reduce or eliminate certain activities or costs.
D) Organisational change management is a strategic, integrated management system for achieving customer satisfaction.

Solutions: