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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

Question 1

Which key performance indicator would be expected from Security Management?
(Choose 1)

A. Review of security SLAs.
B. Timely completion of risk assessments.
C. Timely assessments of password incidents.
D. Regular assessment of incidents and problems.

Question 2

What is the main purpose of Configuration Management?
(Choose 1)

A. To support Incident management with accurate configuration information.
B. To manage risk by documenting the infrastructure and all equipment.
C. To manage assets and control costs in the IT infrastructure.
D. To provide a model of the IT infrastructure.

Question 3

Which manager would be most likely to provide metrics on the number of RFCs submitted as a result of problems?
(Choose 1)

A. The Change manager.
B. The Release manager.
C. The Problem manager.
D. The Service Desk manager.

Question 4

If you are looking to motivate your Service Desk staff, which of these statements most closely matches how you would want them to perceive you?
(Choose 1)

A. As an exceptional, innovative and demanding leader.
B. As being excellent in inspiring people to achieve a new vision.
C. As an approachable, nice and understanding person.
D. As an outstanding motivational speaker.

Question 5

Which statement best describes IT asset management?
(Choose 1)

A. IT asset management controls the Service Desks hardware.
B. IT asset management restricts the improper use of software.
C. IT asset management is lifecycle management for IT equipment.
D. IT asset management is a comprehensive IT library.

Solutions: