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HDI QQ0-301 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: People and Performance Management | - Team leadership and communication - Performance metrics and reporting |
| Topic 2: Service Desk Operations | - Incident and problem management - Change and configuration management |
| Topic 3: Service Desk Leadership and Strategy | - Developing service desk strategies - Aligning service desk with business goals |
HDI Service Desk Manager (SDM) Sample Questions:
1. What is the most accurate description of staffing?
(Choose 1)
A) Ensuring that you staff according to the objectives of ITSM.
B) Ensuring that adequate staff are available to provide IT services as defined in the SLA.
C) Ensuring that unplanned absences are allowed for in the rota.
D) Ensuring that shifts all have the same number of staff.
2. What is the greatest benefit of implementing an IT change management process?
(Choose 1)
A) The change management process prevents unauthorised changes from being made.
B) The change management process improves the productivity of customers.
C) The change management process ensures that all changes will be successful.
D) The change management process eliminates the damage created by unnecessary changes.
3. What is the primary advantage of using remote support?
(Choose 1)
A) Remote support decreases the number of analysts needed to support customers.
B) Remote support reduces the overall cost of support.
C) Remote support removes all responsibility for solving problems from the customer.
D) Remote support allows the customer to solve problems without contacting an analyst.
4. What is the key benefit of telephone support?
(Choose 1)
A) It provides an effective barrier against emotions.
B) It tells you about the customers emotional state.
C) It minimises the need for desk side support.
D) It is faster than self-service.
5. Which measure would not be attributable to Incident Management?
(Choose 1)
A) SLA performance.
B) First contact resolution on the Service Desk.
C) Cost per incident.
D) Error control.
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A | Question # 3 Answer: B | Question # 4 Answer: B | Question # 5 Answer: D |
