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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

Question 1

What is a key requirement for successful project management?
(Choose 1)

A. A key requirement for successful project management is to define your role in the project.
B. A key requirement for successful project management is to define stand-alone activities.
C. A key requirement for successful project management is to define co-operative activities.
D. A key requirement for successful project management is to define project objectives.

Question 2

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

Question 3

What are two standard operational metrics for Change management?
(Choose 2)

A. How many RFCs have been discussed over a period of time.
B. How many RFCs have been submitted over a period of time.
C. How many CAB members attended meetings over a period of time.
D. How many RFCs have been rejected over a period of time.

Question 4

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

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

Question 5

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

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

Solutions: