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Exam Code:	QQ0-301
Exam Name:	HDI Service Desk Manager (SDM)
Certification Provider:	HDI
Free Question Number:	69
Version:	v2022-04-06
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# of views:	248
# of Questions views:	1903
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Other Version: 354 viewsHDI.QQ0-301.v2022-03-08.q72

Exam Question List: Question 1: You have a member of your team who is well liked by customer...; Question 2: You really want to encourage good teamwork in your Service D...; Question 3: What is a key component of an internal SWOT analysis? (Choos...; Question 4: What is a key benefit of self-healing tools? (Choose 1)...; Question 5: What are two of the best reasons for recording and analysing...; Question 6: What is the best criterion to use when deciding the type of ...; Question 7: What is one increasingly common Service Desk technology? (Ch...; Question 8: What is considered to be a type of one-way information gathe...; Question 9: Is it correct to say that in reality the Configuration Manag...; Question 10: What is a key benefit of change management? (Choose 1)...; Question 11: What is an objective of a quality assurance programme? (Choo...; Question 12: What is one of the main benefits of incident monitoring? (Ch...; Question 13: What is the most important factor when developing a workforc...; Question 14: What is the best description of off-site outsourcing? (Choos...; Question 15: What is the best description of the mission statement for a ...; Question 16: What are two critical success factors for Problem management...; Question 17: What are three key activities of the incident management pro...; Question 18: You have recently implemented structured information gatheri...; Question 19: Which is the key benefit to be achieved from Incident Manage...; Question 20: You have worked hard to develop good working relationships w...; Question 21: Customers seem reluctant to engage with SLAs. What two argum...; Question 22: Which three are typical characteristics of successful projec...; Question 23: One of the weaker members of your team has displayed a small...; Question 24: If you are looking to motivate your Service Desk staff, whic...; Question 25: What are two reasonable expectations of customers when conta...; Question 26: What is the primary objective of customer satisfaction surve...; Question 27: What is the difference between incident management and probl...; Question 28: What is the best description of release management? (Choose ...; Question 29: Which is a method for assessing team development needs? (Cho...; Question 30: Which two of these statements best match your understanding ...; Question 31: What is the most likely benefit of using IT asset management...; Question 32: What aspect of SLM should you bear in mind in an outsourcing...; Question 33: Which two of these are not core activities of IT Service Con...; Question 34: What are three key indicators that show that one of your tea...; Question 35: Which definition best describes an IT service catalogue? (Ch...; Question 36: If a member of your team is unable to converse easily with a...; Question 37: The success of SLAs can be evaluated by which measure? (Choo...; Question 38: What are two of the best descriptions of alignment with the ...; Question 39: What is a key element of the coaching process? (Choose 1)...; Question 40: What is a best practice for recruiting the best possible sta...; Question 41: Which is a principal activity within security management? (C...; Question 42: Which metric best reflects the knowledge level of the Servic...; Question 43: Which of these is a method for monitoring incidents? (Choose...; Question 44: Why is a code of conduct important in a successful support e...; Question 45: What are two key objectives of the IT change management proc...; Question 46: What is the best reason for using instant messaging in a sup...; Question 47: Which two actions will best provide you with the practical m...; Question 48: What is the best description of benchmarking in a Service De...; Question 49: What is coaching? (Choose 1); Question 50: What type of survey is the most appropriate to use in order ...; Question 51: Which is the best reason for support analysts to follow stan...; Question 52: You have been tasked with conducting a SWOT analysis of the ...; Question 53: What are two key objectives of having a good marketing strat...; Question 54: What is a good way of encouraging staff to develop their ski...; Question 55: Which tool allows the Service Desk to view key performance i...; Question 56: What is a typical operational metric that is an output of Co...; Question 57: Which of these models could you best use in an IT support en...; Question 58: Which would be a characteristic of an effective mentor? (Cho...; Question 59: One of your team members has just returned to the desk after...; Question 60: What is the best way that you, as a Service Manager, can ant...; Question 61: What two actions will help you to establish good relationshi...; Question 62: A customer calls from within your office complex. They are h...; Question 63: What is a best practice for keeping employees satisfied and ...; Question 64: Which manager would be most likely to provide metrics on the...; Question 65: Which two activities are part of the release management proc...; Question 66: What is a key principle of negotiation with customers? (Choo...; Question 67: What is the best description of organisational change manage...; Question 68: What is the most accurate description of staffing? (Choose 1...; Question 69: You have been asked to market the Service Desk by producing ...

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