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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. What is the best description of knowledge management?
(Choose 1)

A) Knowledge management is the capture and reuse of business and technical information in an organisation.
B) Knowledge management is the key component of a service level agreement.
C) Knowledge management is a process by which customers send useful solutions to support staff.
D) Knowledge management provides information to management about each reported incident.

2. What is a primary benefit of having security policies in a Service Desk?
(Choose 1)

A) Security levels are agreed, measured and monitored.
B) Security policies limit Internet access for all of the companys employees.
C) Security policies allow the Service Desk to stay open later.
D) Security policies ensure that customers cannot carry out illegal transactions.

3. You have just downsized your staff by 20 percent. Many members of staff have seen their friends laid-off. Frustration levels are high and support from the remaining staff is in question. What is the best action you can take to provide a positive outlook to your staff?
(Choose 1)

A) Hold a roundtable discussion to allow the staff to vent.
B) Network with your peers to discuss the situation.
C) Give everyone the day off.
D) Concentrate on the goals of the organisation.

4. What is the best description of rightsourcing?
(Choose 1)

A) Rightsourcing finds the most cost-effective service options for the Service Desk.
B) Rightsourcing determines the source of customer queries and matches them with solutions.
C) Rightsourcing matches the right candidates for Service Desk vacancies.
D) Rightsourcing identifies the proper balance of outsourcing and other sourcing options.

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

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

Solutions: