QQ0-301 Exam Training Practice Tests (HDI Service Desk Manager (SDM))]

Question 1

Which factor must be identified for successful service continuity planning?
(Choose 1)

A. Identify offices that are located near airports or city centres. B. Identify which seasonal factors affect the electrical power supply systems. C. Identify senior executives and where they live. D. Identify critical applications and their business continuity requirements.

Correct Answer: D

Question 2

What is the best description of release management?
(Choose 1)

A. Release management is concerned with tracking and resolving incidents related to new products or product upgrades. B. Release management is a subset of change management that relates to hardware and software updates, upgrades, or rollouts. C. Release management is a process that tracks all of an organisations property and resources using change management. D. Release management is the capture and reuse of business and technical information.

Correct Answer: B

Question 3

What is the relationship between the Service Desks average speed to Answer and its abandon rate?
(Choose 1)

A. The average speed to Answer has no effect on the abandon rate. B. If the average speed to Answer is high then the abandon rate is likely to be low. C. If the average speed to Answer is high then the abandon rate is likely to be high. D. If the average speed to Answer is low then the abandon rate is likely to be high.

Correct Answer: C

Question 4

What are two key objectives of the IT change management process?
(Choose 2)

A. To ensure a standard approach to changes is utilised. B. To ensure the customers are unaware of changes. C. To ensure that changes are approved on a basis of cost. D. To ensure that all changes are processed rapidly. E. To ensure changes are processed efficiently.

Correct Answer: A,E

Question 5

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 gives the deskside support agent enough work to justify her employment. C. Providing deskside support removes the emotional aspect of the incident. D. Providing deskside support resolves incidents faster than by handling them on the phone.

Correct Answer: A

Question 6

Identify one of the primary tasks in organising your resources.
(Choose 1)

A. Draw up a monthly rota of shift patterns. B. Get senior management approval for the resource plan. C. Align resources to projects or activities. D. Organise frequent motivational sessions with your team.

Correct Answer: C

Question 7

You manage an internal Service Desk and are about to roll out a major project.
Call volume is expected to increase as a result and you are looking for outside help from another organisation.
You require the organisations staff to work on your site. What best describes the solution you are considering? (Choose 1)

A. Insourcing. B. Off-site outsourcing. C. Recruiting. rialZ br D. On-site outsourcing.

Correct Answer: D

Question 8

Which of the following best demonstrates the success of Service Level Management?
(Choose 1)

A. Incident management is in place. B. Internal charging is introduced. C. Management buy-in is obtained. D. Detailed OLAs are agreed and in place.

Correct Answer: C

Question 9

What is the difference between incident management and problem management?
(Choose 1)

A. Problem management finds and eliminates the underlying causes of incidents; incident management resolves incidents as quickly as possible. B. Problem management prevents customers from calling; incident management handles calls when customers do call. C. Problem management is focused on helping customers; incident management is focused on processes and procedures. D. Problem management deals with conflicts within an SLA; incident management is independent of the SLA.

Correct Answer: A

Question 10

If you are looking to motivate your Service Desk staff, which of these statements most closely matches how you would want them to perceive you?
(Choose 1)

A. As an exceptional, innovative and demanding leader. B. As an outstanding motivational speaker. C. As being excellent in inspiring people to achieve a new vision. D. As an approachable, nice and understanding person.

Correct Answer: C

Question 11

Which of these models could you best use in an IT support environment?
(Choose 1)

A. Distributed contact centre. B. Business support desk. C. Virtual distributed Service Desk. D. Virtual support desk.

Correct Answer: D

Question 12

What delivery methods could you use to dynamically speed up first contact resolution and fix time?
(Choose 1)

A. Remote support tools. B. Customer satisfaction surveys. C. IVR and CTI. D. SLA measurement tools.

Correct Answer: A

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