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HDI QQ0-301 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Desk Strategy & Alignment | 20% | - Business alignment & objectives - Governance & compliance - Service desk vision & mission |
| Topic 2: Metrics & Continuous Improvement | 10% | - KPIs & performance reporting - Customer satisfaction & feedback - Process improvement methodologies |
| Topic 3: People & Team Management | 25% | - Performance management & coaching - Staffing & workforce planning - Motivation & retention - Training & development |
| Topic 4: Operations & Technology | 20% | - Capacity & resource planning - Vendor & contract management - Process automation & self-service - Tool & technology selection |
| Topic 5: Service Delivery & Processes | 25% | - Service level management & SLAs - Knowledge management - Problem & change management - Incident & request management |
HDI Service Desk Manager (SDM) Sample Questions:
What is a typical feature of an IT Service Management system or tool?
(Choose 1)
- A. Ability to record, track and manage incidents, problems and changes.
- B. Is able to analyse and smooth resource peaks and troughs.
- C. Forms the core process element for incident management.
- D. Helps customers fix problems more quickly.
Correct Answer: A 🗳️
What is a best practice for negotiating successfully with customers?
(Choose 1)
- A. Give primary consideration to the technical aspect of the solution.
- B. Focus on the route you believe resolution should take.
- C. Stay focused on what is needed rather than on how to get there. support request.
- D. Ensure the customer understands that you will decide on the best course of action.
Correct Answer: C 🗳️
If your team is performing effectively, which three of these characteristics should they display?
(Choose 3)
- A. A wide range of emotions.
- B. A broad mix of skills.
- C. Involvement in decisions.
- D. A clear sense of fun and community.
- E. A clear sense of dedication and purpose.
- F. High morale and motivation.
Correct Answer: C,E,F 🗳️
A customer calls from within your office complex. They are having trouble configuring the new order management software on their computer. It is 5:50 p.m., and your support desk closes at 6:00 p.m. What is the best method your analysts should use to resolve this problem?
(Choose 1)
- A. Dispatch a deskside support analyst to address the incident.
- B. Transfer the customer to the software vendor for support.
- C. Talk the customer through the steps to resolve the problem.
- D. Schedule a callback to resolve the problem in the morning.
Correct Answer: C 🗳️
Which two of the following are key components of a marketing programme?
(Choose 2)
- A. Planning and scheduling ongoing communication.
- B. Targeting messages to all IT.
- C. Identifying the key customers.
- D. Communication to all stakeholders in a similar manner.
- E. Defining the message and communicating to the relevant audience.
Correct Answer: A,E 🗳️
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