HDI QQ0-301

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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

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

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

Question #2
What is the best description of self-healing tools?
(Choose 1)

A. Self-healing tools allow an analyst to control a customer desktop remotely.
B. Self-healing tools remove the emotion from a support request.
C. Self-healing tools identify when a problem has occurred and automatically corrects it.
D. Self-healing tools immediately dispatch an engineer when a customer makes a request.

Question #3
Which of these is a method for monitoring incidents?
(Choose 1)

A. Carrying out regular customer follow-ups and satisfaction surveys.
B. Listening to customer/analyst calls.
C. Reviewing the incident log daily by type of incident.
D. Regularly checking on the incident management knowledgebase.

Question #4
What is the best description of scheduling?
(Choose 1)

A. Determining the tasks undertaken by your staff.
B. Determining the number of staff.
C. Determining the most effective assignment of staff to meet SLA requirements.
D. Determining shift preferences of your staff.

Question #5
Which two activities are part of the release management process?
(Choose 2)

A. Designing and coding software.
B. Managing the Definitive Software Library.
C. Tracking Requests for Change.
D. Training and communication.
E. Building the Configuration Management Database.

Solutions: