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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. What is an essential requirement for effective workforce scheduling?
(Choose 1)

A) Ensuring that all shifts are staffed equally.
B) Adjusting expectations as needed.
C) Working out precise details for IT continuity situations.
D) Gaining support for your plans from the Company Accountant.

2. Where would you be most likely to find a values statement?
(Choose 1)

A) Vision statement.
B) Mission statement.
C) Marketing pamphlets.
D) ROI description.

3. What is the most likely benefit of introducing an organisational change management process?
(Choose 1)

A) A change management process prevents unpopular changes from being made.
B) A change management process improves the organisations performance.
C) A change management process ensures that all changes will be successful.
D) A change management process eliminates the damage created by unnecessary changes.

4. Which statement best describes IT asset management?
(Choose 1)

A) IT asset management is lifecycle management for IT equipment.
B) IT asset management is a comprehensive IT library.
C) IT asset management restricts the improper use of software.
D) IT asset management controls the Service Desks hardware.

5. Which is a principal activity within security management?
(Choose 1)

A) Development of skills to control system access.
B) Development of plans for secure access to configuration items.
C) Development of security plans to meet SLAs.
D) Re-setting passwords.

Solutions: