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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. What is the primary benefit of IT Service Continuity Management in a disaster situation?
(Choose 1)

A) Improved management of risk and resources.
B) Meeting regulatory requirements.
C) Effective recovery of business systems.
D) Lower future insurance premiums.

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

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

3. What are two key reasons for undertaking a gap analysis of your current operational practices?
(Choose 2)

A) Recognising that the current levels of service are better than expected.
B) Identifying the desired state.
C) Suggesting where improvements could be made.
D) It is more effective than performing a cost benefit analysis.

4. Which is the best reason for support analysts to follow standard operating procedures?
(Choose 1)

A) Following standard operating procedures minimises performance problems.
B) Following standard operating procedures allows metrics to be captured.
C) Following standard operating procedures enables faster, more efficient service.
D) Following standard operating procedures increases employee satisfaction.

5. What should be the focus for developing a Configuration Management process?
(Choose 1)

A) Logging all assets as Configuration items.
B) Improving risk analysis.
C) Improving financial control of assets.
D) Reducing incidents and problems.

Solutions: