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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. What is the primary benefit of implementing a release management process?
(Choose 1)

A) A release management process ensures that the products will be well received by everyone.
B) A release management process eradicates single points of failure.
C) A release management process allows managers to maintain control over products.
D) A release management process enables resources to be utilised more effectively.

2. What is the best description of the activities of the incident management process?
(Choose 1)

A) Incident management records, documents and categorises all incidents or requests.
B) Incident management performs root cause analysis on each incident or request.
C) Incident management identifies the departments responsible for generating the most incidents.
D) Incident management ensures affected customers are using only approved workarounds.

3. What is the primary benefit of monitoring incidents in the Service Desk?
(Choose 1)

A) Monitoring incidents keeps track of important customers.
B) Monitoring incidents allows you to address situations proactively.
C) Monitoring incidents keeps problems to a minimum.
D) Monitoring incidents allows you to react quickly to unforeseen situations.

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

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

5. You are planning to implement self-service as another option for your customers for their service and support requirements. What would you describe as three key customer benefits of this option?
(Choose 3)

A) It allows customers to log their own requests and incidents.
B) It enables customers to make their own amendments to procedures.
C) It enables customers to update the schedules.
D) It allows customers access to the knowledgebase.
E) It enables customers to check call status.

Solutions: