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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. Is it correct to say that in reality the Configuration Management Database must be accurate and up to date?
(Choose 1)

A) Sometimes.
B) Always, where possible.
C) Always, without exception.
D) Only if the CIs are comprehensive.

2. Which three are typical characteristics of successful projects?
(Choose 3)

A) All Interested parties are recognized.
B) The number of people required for the project is agreed on.
C) The project is not discussed openly until project completion.
D) A plan is developed for all aspects of communication.
E) Meetings are scheduled according to availability of staff.

3. Which of these is important for controlling and co-ordinating activities?
(Choose 1)

A) Set task priorities to meet senior management directives.
B) Oversee all day-to-day tasks.
C) Set rigid target deadlines for each tasks activities.
D) Delegate and empower where appropriate.

4. What is a best practice to follow when you are taking actions that will affect other departments or teams?
(Choose 1)

A) Implement your ideas as soon as you have decided on the best course of action.
B) Discuss with other managers to identify the possible effects of your actions on others.
C) Make a presentation to other teams letting them know what you have done.
D) Give serious consideration to what people will think of you if your ideas do not work.

5. Which is a framework or standard for service desk best practice?
(Choose 1)

A) Six sigma.
B) COBIT.
C) ISO9002
D) ITIL.
E) TQM.

Solutions: