HDI HDI World wide Certification QQ0-301

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HDI Service Desk Manager (SDM) Sample Questions:

1. What is a key component of an internal SWOT analysis?
(Choose 1)

A) Holding meetings with customers.
B) Reporting performance weaknesses immediately to the board.
C) Holding meetings with competitors.
D) Focusing more on performance weaknesses identified.

2. Which two statements best describe leadership in a Service Desk?
(Choose 2)

A) A Service Desk leader focuses on process rather than efficiency.
B) A Service Desk leader sides with staff against customers.
C) A Service Desk leader defines the tasks required.
D) A Service Desk leader leads by example.

3. Which two actions will best provide you with the practical means for understanding cultural differences?
(Choose 2)

A) Visiting other countries.
B) Undertaking research on successful multinational.
C) Reading books on outsourcing in other regions.
D) Studying another language. r> D.Self-healing tools remove the emotion from a support request.
E) Watching foreign films.

4. What is an essential requirement for effective workforce scheduling?
(Choose 1)

A) Gaining support for your plans from the Company Accountant.
B) Ensuring that all shifts are staffed equally.
C) Working out precise details for IT continuity situations.
D) Adjusting expectations as needed.

5. What is an objective of a quality assurance programme?
(Choose 1)

A) To achieve continuous improvement of the cost effectiveness of IT services.
B) To determine the number of Service Desk staff required.
C) To align IT and business resource management.
D) To agree with the customer about how IT services should be delivered.

Solutions: