HDI Service Desk Manager (SDM): QQ0-301 Exam Premium File as PDF & Test Engine

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HDI Service Desk Manager (SDM) Sample Questions:

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

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

2. What are three critical success factors for Incident management?
(Choose 3)

A) Consistency in service quality.
B) Processes are adhered to.
C) The cost of the new call management system is proven.
D) Service level requirements are known and understood.
E) All incident logs contain greater detail.

3. Which of these models could you best use in an IT support environment?
(Choose 1)

A) Virtual distributed Service Desk.
B) Distributed contact centre.
C) Business support desk.
D) Virtual support desk.

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

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

5. Which best describes the order for developing the Service Level Management process?
(Choose 1)

A) Develop KPIs, then OLAs, then related SLAs within line contracts.
B) Agree and sign off SLAs and OLAs, then build a service catalogue.
C) Set up SLA reporting, then get customers and IT signed off.
D) Plan, negotiate, implement, deliver.

Solutions: