QQ0-301 by HDI Actual Free Exam Q&As

Question 1

What are two key objectives of having a good marketing strategy for the Service Desk?
(Choose 2)

A. A good marketing strategy shrinks the Service Desks headcount. B. A good marketing strategy gives the Service Desks analysts more accountability. 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 decreases the total cost of ownership for the Service Desk.

Discussion 0

Correct Answer: C,D Vote an answer

Question 2

You have recently implemented structured information gathering for some aspects of the support offered by your team. What is the best description of this method of acquiring information?
(Choose 1)

A. Asking the questions that you have been told to ask. B. Asking the questions required to enable you to complete a task. C. Asking questions in a predefined sequence and format. D. Asking customers to use email when requesting assistance.

Discussion 0

Correct Answer: C Vote an answer

Question 3

What is the primary objective of workforce management?
(Choose 1)

A. To reduce headcount. B. To undertake and structure organisational change. C. To identify the resourcing requirements needed to meet demand and achieve goals. D. To undertake comprehensive research into the workforce management practices of top service organisations.

Discussion 0

Correct Answer: C Vote an answer

Question 4

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

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

Discussion 0

Correct Answer: C Vote an answer

Question 5

What are two important actions to take to remove barriers and gain support for projects?
(Choose 2)

A. Verify that other departments / teams support the project and its objectives. B. Ensure all projects have a documented business case. C. Ensure that all projects comply with the service level agreement. D. Determine your team requirements to support the central objectives. E. Guarantee that Service Desk resources are available.

Discussion 0

Correct Answer: A,B Vote an answer

Question 6

What is the formula for calculating return on investment?
(Choose 1)

A. ((Value - Cost) / Cost) * 100 B. (Cost - Value) / Value *100 C. Cost / Value *100 D. Value / Cost *100

Discussion 0

Correct Answer: A Vote an answer

Question 7

What are three key indicators that show that one of your team might be undergoing stress in their life?
(Choose 3)

A. They are supporting a new application that they dont like and are reluctant to talk to the development team about it. B. They seem to get into a lot of arguments and are always very cynical. C. They have a lot of folders open on their desk and always appear to have too much work to do. D. They are often late for work and get irritable when it is mentioned.

Discussion 0

Correct Answer: B,C,D Vote an answer

Question 8

Which metric would management expect to see and use from configuration management?
(Choose 1)

A. Number of incidents logged against CIs. B. Total number of CIs. C. Number of unauthorised CIs. D. Number of CIs against SLAs.

Discussion 0

Correct Answer: C Vote an answer

Question 9

What is the most likely advantage of outsourcing?
(Choose 1)

A. Outsourcing transfers responsibility to the outsourcer. B. Outsourcing provides defined and documented service levels. C. Outsourcing improves staff morale. D. Outsourcing eliminates the need for supervisors.

Discussion 0

Correct Answer: B Vote an answer

HDI Service Desk Manager (SDM) - QQ0-301 Exam Practice Test