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HDI QQ0-301 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Desk Leadership and Strategy | - Developing service desk strategies - Aligning service desk with business goals |
| Topic 2: Service Desk Operations | - Change and configuration management - Incident and problem management |
| Topic 3: People and Performance Management | - Performance metrics and reporting - Team leadership and communication |
HDI Service Desk Manager (SDM) Sample Questions:
Which of these considerations is the most important for you to take into account when benchmarking?
(Choose 1)
- A. The number of items in each organisations Configuration Management Database.
- B. The costing methodology used in the benchmark partners SLAs.
- C. The different goals and objectives of each organisation.
- D. The different corporate cultures.
Correct Answer: C 🗳️
What process is used to document and monitor the Service Desks service objectives and goals?
(Choose 1)
- A. Risk management.
- B. Performance management.
- C. Objective management.
- D. Service level management.
Correct Answer: D 🗳️
What is the best description of knowledge management?
(Choose 1)
- A. Knowledge management provides information to management about each reported incident.
- B. Knowledge management is the capture and reuse of business and technical information in an organisation.
- C. Knowledge management is the key component of a service level agreement.
- D. Knowledge management is a process by which customers send useful solutions to support staff.
Correct Answer: B 🗳️
If a member of your team is unable to converse easily with a customer, due to lack of sufficient fluency in their language, which courses of action would be the best to take?
(Choose 2)
- A. Ask the customer if a colleague at their site can help with the conversation.
- B. Ask the customer to find a translation service and call you back.
- C. Ask the customer to e-mail them later.
- D. Ask a colleague on the service desk to take the call instead of you.
Correct Answer: A,D 🗳️
One of the weaker members of your team has displayed a small but sustained improvement in performance. What would be the best way to encourage their continued improvement?
(Choose 1)
- A. Reward them when they have displayed ongoing improvement for at least three months.
- B. Ask your team leader to monitor their performance closely.
- C. Compliment their improvement during their annual appraisal.
- D. Recognise and reward their improvement promptly.
Correct Answer: D 🗳️
