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Exam Code:	QQ0-301
Exam Name:	HDI Service Desk Manager (SDM)
Certification Provider:	HDI
Free Question Number:	72
Version:	v2022-03-08
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# of Questions views:	9113
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Other Version: 743 viewsHDI.QQ0-301.v2022-04-06.q69

Exam Question List: Question 1: Which two of these are not core activities of IT Service Con...; Question 2: What is the most important factor when developing a workforc...; Question 3: What are two of the best reasons for recording and analysing...; Question 4: Your team is expected to resolve most incidents and problems...; Question 5: When recruiting new members for your team, what are two of t...; Question 6: What is the best description of knowledge management? (Choos...; Question 7: What are three advantages of using self-service tools in a S...; Question 8: What are two quality assurance methods for monitoring analys...; Question 9: Which of these models could you best use in an IT support en...; Question 10: What are the two best descriptions of a team player? (Choose...; Question 11: What is the most likely benefit of implementing a knowledge ...; Question 12: Which of the following best demonstrates the success of Serv...; Question 13: What is a negative effect of stress? (Choose 1)...; Question 14: Identify one of the key planning tasks a manager must carry ...; Question 15: What is the best criterion to use when deciding the type of ...; Question 16: Which of these is important for controlling and co-ordinatin...; Question 17: What is a primary objective for using self-service tools in ...; Question 18: Which tool allows the Service Desk to view key performance i...; Question 19: What is the primary objective of customer satisfaction surve...; Question 20: Identify one of the primary tasks in organising your resourc...; Question 21: Which process within the Service Desk focuses on capturing, ...; Question 22: What is one of the main benefits of incident monitoring? (Ch...; Question 23: What delivery methods could you use to dynamically speed up ...; Question 24: You have a member of your team who is well liked by customer...; Question 25: What is the primary benefit of monitoring incidents in the S...; Question 26: Which statement best describes IT asset management? (Choose ...; Question 27: Which is the best tool for tracking the number of abandoned ...; Question 28: Which metric would management expect to see and use from con...; Question 29: What is the best description of scheduling? (Choose 1)...; Question 30: What is a key requirement for effective Risk Management? (Ch...; Question 31: What are two key operational metrics for release management ...; Question 32: What are two key objectives of having a good marketing strat...; Question 33: If a member of your team is unable to converse easily with a...; Question 34: What three steps should be included when calculating Return ...; Question 35: What is the most likely advantage of off-site outsourcing? (...; Question 36: What is the most important benefit of IT configuration manag...; Question 37: What are two key reasons for undertaking a gap analysis of y...; Question 38: Which three are typical characteristics of successful projec...; Question 39: Which is considered to be a business best practice quality m...; Question 40: What is the most likely disadvantage of outsourcing? (Choose...; Question 41: Which is the best reason for support analysts to follow stan...; Question 42: Customers seem reluctant to engage with SLAs. What two argum...; Question 43: Which is a framework or standard for service desk best pract...; Question 44: Which would be a characteristic of an effective mentor? (Cho...; Question 45: How would you measure the success of Problem Management? (Ch...; Question 46: What typical performance feature would you expect from your ...; Question 47: Following a team discussion about customer satisfaction leve...; Question 48: What is a best practice for negotiating successfully with cu...; Question 49: What are three key indicators that show that one of your tea...; Question 50: What is the most important reason for documenting processes ...; Question 51: What is the best reason for using instant messaging in a sup...; Question 52: Which definition best describes an IT service catalogue? (Ch...; Question 53: Which best describes the order for developing the Service Le...; Question 54: What is the most important benefit of benchmarking? (Choose ...; Question 55: Which actions are most likely to help you develop clear stra...; Question 56: What is a key benefit of self-healing tools? (Choose 1)...; Question 57: What is an essential key performance indicator to ensure tha...; Question 58: What is the best description of the Service Desks role in th...; Question 59: Which factor must be identified for successful service conti...; Question 60: Which is the key benefit to be achieved from Incident Manage...; Question 61: Your team is working hard, and the atmosphere is busy but fr...; Question 62: What is the most likely benefit of introducing an organisati...; Question 63: What are two of the best uses of self-service technology? (C...; Question 64: One of the weaker members of your team has displayed a small...; Question 65: What is the greatest benefit of implementing an IT change ma...; Question 66: A customer calls from within your office complex. They are h...; Question 67: What are two of the key roles of the Service Desk in most or...; Question 68: What are the two best descriptions of the role of telephone ...; Question 69: What are two key objectives of the IT change management proc...; Question 70: You are giving a presentation to other support teams that ex...; Question 71: What is the best description of remote control support? (Cho...; Question 72: What should be the focus for developing a Configuration Mana...

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