HDI Service Desk Manager (SDM) : QQ0-301

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HDI Service Desk Manager (SDM) Sample Questions:

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

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

2. What is a key benefit of change management?
(Choose 1)

A) An increased number of changes.
B) An accurate Configuration Management Database (CMDB).
C) A reduction in the number of problems.
D) Minimised service disruption.

3. What is a best practice for negotiating successfully with customers?
(Choose 1)

A) Offer several options for the customer to choose from.
B) Emphasise the details of the customers concerns.
C) Maintain a strong and assertive stance towards the customer.
D) Seek clarity on the source of issues or problems.

4. You are meeting with your team to discuss staffing hours. Your team suggests that flexible working hours would better match staffing with workload and that it would also better help staff meet their personal needs. As the manager, what should you do?
(Choose 1)

A) Assign the idea to a corporate consultant for consideration.
B) Inform your team that the suggestion will be considered during the annual planning process.
C) Execute the suggestion.
D) Discuss further with the team, provide feedback and seek consensus before taking further action.

5. What is one of the main benefits of implementing a problem management process?
(Choose 1)

A) A problem management process minimises the impact of changes.
B) A problem management process clarifies the required technical expertise for problem elimination.
C) A problem management process increases first contact resolutions.
D) A problem management process eliminates the need for a knowledgebase.

Solutions: