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HDI QQ0-301 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: People Management | - Staffing, recruitment, and onboarding - Training, coaching, and performance management - Employee engagement and retention strategies |
| Topic 2: Technology and Tools | - Knowledge management systems - ITSM tools and service desk platforms |
| Topic 3: Customer Experience and Continuous Improvement | - Customer satisfaction and feedback handling - Continuous service improvement practices |
| Topic 4: Service Desk Strategy and Leadership | - Leadership principles and governance structures - Service desk mission, vision, and alignment with IT/business goals |
| Topic 5: Service Delivery Processes | - Escalation and problem management coordination - Incident and request management workflows - SLA design and service quality management |
| Topic 6: Performance Measurement and Reporting | - Reporting frameworks and dashboards - KPIs and metrics for service desk performance |
HDI Service Desk Manager (SDM) Sample Questions:
What is one increasingly common Service Desk technology?
(Choose 1)
- A. Electronic paging boards.
- B. Desktop system failure software.
- C. Knowledge management systems.
- D. Network monitoring software.
Correct Answer: C 🗳️
One of your team members has just returned to the desk after another period of being off work due to illness. They appear irritable and untalkative. What do you think is the most likely reason for this?
(Choose 1)
- A. The Service Desk is on the 3rd Floor and there is no lift.
- B. They cycle to work through heavy traffic.
- C. They have found a new member of the team sitting at their desk.
- D. They are experiencing personal problems at home.
Correct Answer: D 🗳️
Which three are required activities for a service desk manager when undertaking the financial management of the Service Desk?
(Choose 3)
- A. Stocks and Bonds calculations.
- B. Return on investment calculations.
- C. Staffing policies and procedures.
- D. Unit costs calculations and analysis.
- E. Budgeting calculations.
Correct Answer: B,D,E 🗳️
Which statement most accurately describes what must be included in an IT change management process?
(Choose 1)
- A. The service level agreement must be modified to include the change.
- B. The Service Desk must commit to the change even if it fails.
- C. Any cross-cultural communication issues must be rectified.
- D. The possible risks of the proposed change must be assessed.
Correct Answer: D 🗳️
What is the best description of remote control support?
(Choose 1)
- A. Remote control allows the customer to control which analyst will provide support from a remote location.
- B. Remote control allows the analysts supervisor to take control of a call from a remote location.
- C. Remote control support allows the analyst to control which applications a customer can use from a remote location.
- D. Remote control support allows the analyst to take control of the customers system from a remote location.
Correct Answer: D 🗳️
Algernon -
I have passed QQ0-301 before.