HDI Service Desk Manager (SDM) : QQ0-301

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HDI Service Desk Manager (SDM) Sample Questions:

1. What are three critical success factors for Incident management?
(Choose 3)

A) Consistency in service quality.
B) Processes are adhered to.
C) The cost of the new call management system is proven.
D) All incident logs contain greater detail.
E) Service level requirements are known and understood.

2. Which statement most accurately describes what must be included in an IT change management process?
(Choose 1)

A) Any cross-cultural communication issues must be rectified.
B) The Service Desk must commit to the change even if it fails.
C) The service level agreement must be modified to include the change.
D) The possible risks of the proposed change must be assessed.

3. What are three key activities of the incident management process?
(Choose 3)

A) Classifying all incidents.
B) Providing initial root cause analysis.
C) Determining the impact of an incident.
D) Responsibility for all incidents until they need to be escalated.
E) Tracking incidents.

4. Which of the following best describes error control?
(Choose 1)

A) Proactive management of problems.
B) Identifying underlying causes of incidents.
C) Identifying errors to be addressed by Change Management.
D) Managing the error process.

5. What is the greatest benefit of implementing an IT change management process?
(Choose 1)

A) The change management process improves the productivity of customers.
B) The change management process ensures that all changes will be successful.
C) The change management process eliminates the damage created by unnecessary changes.
D) The change management process prevents unauthorised changes from being made.

Solutions: