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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. What is the most important benefit of IT configuration management?
(Choose 1)

A) IT configuration management identifies illegally installed or unlicensed software.
B) IT configuration management allows information to be automatically entered into the knowledge base.
C) IT configuration management recovers critical systems information after a software failure.
D) IT configuration management enables more efficient usage of software.

2. What is a negative effect of stress?
(Choose 1)

A) People work longer and are overworked.
B) People leave to work in other teams.
C) People are often ill.
D) People take regular breaks.

3. Which is an effective method for monitoring calls?
(Choose 1)

A) Check the incident logs.
B) Ask for information about calls from other staff.
C) Record the call.
D) Review escalation records.

4. What is the purpose of a vision statement?
(Choose 1)

A) To develop a strategy for business enhancements.
B) To inform customers about strategy outcomes and benefits.
C) To stretch peoples capabilities to the maximum.
D) To provide a longer term view of what the Service Desk wishes to become.

5. What is the best description of self-healing tools?
(Choose 1)

A) Self-healing tools immediately dispatch an engineer when a customer makes a request.
B) Self-healing tools allow an analyst to control a customer desktop remotely.
C) Self-healing tools identify when a problem has occurred and automatically corrects it.
D) Self-healing tools remove the emotion from a support request.

Solutions: