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HDI QQ0-301 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Desk Operations | - Change and configuration management - Incident and problem management |
| Topic 2: People and Performance Management | - Team leadership and communication - Performance metrics and reporting |
| Topic 3: Service Desk Leadership and Strategy | - Aligning service desk with business goals - Developing service desk strategies |
HDI Service Desk Manager (SDM) Sample Questions:
Which two of these are not core activities of IT Service Continuity Management?
(Choose 2)
- A. Business Impact Assessment.
- B. Finding the correct offsite backup storage location.
- C. Implementing standby arrangements.
- D. Appointment and training of fire marshals.
- E. Updating ongoing operational procedures.
Correct Answer: B,D 🗳️
What is the most important factor when developing a workforce schedule?
(Choose 1)
- A. Budget restraints.
- B. Type of support to be provided.
- C. Projected call volume.
- D. Total workstations available.
Correct Answer: C 🗳️
Which two of these statements best match your understanding of stress?
(Choose 2)
- A. Stress is natural and it can have positive or negative impacts.
- B. Stress is a negative drag on enthusiasm levels in a team.
- C. Stress is a crucial motivational force.
- D. Stress is heightened personal awareness of a threat.
- E. Stress is a reaction to a change.
Correct Answer: A,E 🗳️
Which statement best describes two basic components of problem management?
(Choose 1)
- A. Error control and problem control.
- B. Change control and incident control.
- C. Knowledge control and time control.
- D. Document control and service control.
Correct Answer: A 🗳️
How will a SWOT best assist you in developing your teams performance?
(Choose 1)
- A. A SWOT helps you identify marketing opportunities as it shows the teams strengths.
- B. A SWOT helps you identify areas for growth for your team.
- C. A SWOT enables you to identify incentives that are attractive to your team.
- D. A SWOT provides an opportunity to hold regular meetings with your team.
Correct Answer: B 🗳️
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