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HDI QQ0-301 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| People Management | - Employee engagement and retention strategies - Staffing, recruitment, and onboarding - Training, coaching, and performance management |
| Technology and Tools | - Knowledge management systems - ITSM tools and service desk platforms |
| Performance Measurement and Reporting | - KPIs and metrics for service desk performance - Reporting frameworks and dashboards |
| Service Desk Strategy and Leadership | - Leadership principles and governance structures - Service desk mission, vision, and alignment with IT/business goals |
| Service Delivery Processes | - Escalation and problem management coordination - Incident and request management workflows - SLA design and service quality management |
| Customer Experience and Continuous Improvement | - Continuous service improvement practices - Customer satisfaction and feedback handling |
HDI Service Desk Manager (SDM) Sample Questions:
What is considered to be a type of one-way information gathering?
(Choose 1)
- A. Voice mail.
- B. Using open questions.
- C. Telephone conversation.
- D. Chat room.
Correct Answer: A 🗳️
What are two of the best descriptions of alignment with the business?
(Choose 2)
- A. All services and products are designed with profitability to the business as the key requirement.
- B. Knowing what the business is trying to achieve.
- C. IT services and products are purchased or designed only if they meet critical business requirements.
- D. Using ITSM practices to underline the necessity of IT to the business it supports.
- E. Understanding how business and IT can work together.
Correct Answer: B,E 🗳️
You have been asked to market the Service Desk by producing a newsletter. What information in the newsletter is most likely to improve the Service Desks reputation and visibility?
(Choose 1)
- A. A company events calendar.
- B. Customer of the month.
- C. Performance measurements.
- D. Staff biography.
Correct Answer: C 🗳️
You have been tasked with conducting a SWOT analysis of the Service Desk.
What is the best description of what you will be required to do? (Choose 1)
- A. Identify its strengths, weaknesses, opportunities and threats.
- B. Identify its strengths, wants, organisation and threats.
- C. Identify its successes, weaknesses, opportunities and threats. nArialZ br
- D. Identify its size, wants, outages and tactics.
Correct Answer: A 🗳️
What is a best practice for keeping employees satisfied and productive?
(Choose 1)
- A. Give employees extra breaks from phone work.
- B. Remove the burden of making decisions from employees.
- C. Praise individuals in private.
- D. Treat your staff with respect.
Correct Answer: D 🗳️
