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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. What is the primary advantage of providing deskside support?
(Choose 1)

A) Providing deskside support allows incidents to be resolved when they cannot be resolved remotely.
B) Providing deskside support removes the emotional aspect of the incident.
C) Providing deskside support gives the deskside support agent enough work to justify her employment.
D) Providing deskside support resolves incidents faster than by handling them on the phone.

2. What is an essential requirement for effective workforce scheduling?
(Choose 1)

A) Gaining support for your plans from the Company Accountant.
B) Working out precise details for IT continuity situations.
C) Adjusting expectations as needed.
D) Ensuring that all shifts are staffed equally.

3. Which is the key benefit to be achieved from Incident Management?
(Choose 1)

A) Improved customer feedback.
B) Operational targets reflect IT needs.
C) Reduced incidents.
D) Accurate SLA reporting.

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

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

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

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

Solutions: