HDI Service Desk Manager (SDM) - QQ0-301 Free Exam Questions

A. Acquiring understanding of key business issues for your organization.

B. Delivering a presentation to your senior management.

C. Networking with people in other organisations.

D. Encouraging your staff to participate in intra-departmental projects.

E. Attending an executive seminar.

A. IT configuration management enables more efficient usage of software.

B. IT configuration management recovers critical systems information after a software failure.

C. IT configuration management identifies illegally installed or unlicensed software.

D. IT configuration management allows information to be automatically entered into the knowledge base.

A. A good marketing strategy decreases the total cost of ownership for the Service Desk.

B. A good marketing strategy shrinks the Service Desks headcount.

C. A good marketing strategy increases awareness that the Service Desk provides the best point of contact.

D. A good marketing strategy increases awareness that the Service Desk provides a return on investment.

E. A good marketing strategy gives the Service Desks analysts more accountability.

A. Regular assessment of incidents and problems.

B. Review of security SLAs.

C. Timely completion of risk assessments.

D. Timely assessments of password incidents.

A. The Release manager.

B. The Service Desk manager.

C. The Problem manager.

D. The Change manager.

A. An increased number of changes.

B. Minimised service disruption.

C. A reduction in the number of problems.

D. An accurate Configuration Management Database (CMDB).

A. People leave to work in other teams.

B. People are often ill.

C. People take regular breaks.

D. People work longer and are overworked.

A. Encourage the HR department to work with your team.

B. Send them on interesting courses.

C. Allow them to choose their own skills development path.

D. Develop education programmes that reward initiative.

A. Providing initial root cause analysis.

B. Determining the impact of an incident.

C. Tracking incidents.

D. Classifying all incidents.

E. Responsibility for all incidents until they need to be escalated.

A. A company events calendar.

B. Performance measurements.

C. Customer of the month.

D. Staff biography.

A. Asking the questions required to enable you to complete a task.

B. Asking the questions that you have been told to ask.

C. Asking customers to use email when requesting assistance.

D. Asking questions in a predefined sequence and format.

A. To undertake comprehensive research into the workforce management practices of top service organisations.

B. To reduce headcount.

C. To identify the resourcing requirements needed to meet demand and achieve goals.

D. To undertake and structure organisational change.

A. Identify its size, wants, outages and tactics.

B. Identify its strengths, wants, organisation and threats.

C. Identify its strengths, weaknesses, opportunities and threats.

D. Identify its successes, weaknesses, opportunities and threats. nArialZ br