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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 | - Change and configuration management - Incident and problem 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:
What process is used to document and monitor the Service Desks service objectives and goals?
(Choose 1)
- A. Risk management.
- B. Service level management.
- C. Performance management.
- D. Objective management.
Correct Answer: B 🗳️
What is a best practice for negotiating successfully with customers?
(Choose 1)
- A. Focus on the route you believe resolution should take.
- B. Ensure the customer understands that you will decide on the best course of action.
- C. Stay focused on what is needed rather than on how to get there. support request.
- D. Give primary consideration to the technical aspect of the solution.
Correct Answer: C 🗳️
What is the best description of knowledge management?
(Choose 1)
- A. Knowledge management is the capture and reuse of business and technical information in an organisation.
- B. Knowledge management is a process by which customers send useful solutions to support staff.
- C. Knowledge management provides information to management about each reported incident.
- D. Knowledge management is the key component of a service level agreement.
Correct Answer: A 🗳️
Why is a code of conduct important in a successful support environment?
(Choose 1)
- A. A code of conduct describes what behaviour is deemed to be ethical.
- B. A code of conduct documents exceptions to the rules.
- C. A code of conduct provides clarity of penalties for all complaints.
- D. A code of conduct ensures the expected behaviour of other staff towards Service Desk personnel.
- E. A code of conduct ensures compliance from all employees.
Correct Answer: A 🗳️
What is the primary benefit of monitoring incidents in the Service Desk?
(Choose 1)
- A. Monitoring incidents allows you to address situations proactively.
- B. Monitoring incidents allows you to react quickly to unforeseen situations.
- C. Monitoring incidents keeps track of important customers.
- D. Monitoring incidents keeps problems to a minimum.
Correct Answer: A 🗳️
