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- Exam Code: QQ0-301
- Exam Name: HDI Service Desk Manager (SDM)
- Q & A: 198 Questions and Answers
- PDF Price: $59.99
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- Exam Code: QQ0-301
- Exam Name: HDI Service Desk Manager (SDM)
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HDI QQ0-301 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Metrics & Continuous Improvement | 10% | - Process improvement methodologies - KPIs & performance reporting - Customer satisfaction & feedback |
| Service Desk Strategy & Alignment | 20% | - Governance & compliance - Business alignment & objectives - Service desk vision & mission |
| Operations & Technology | 20% | - Vendor & contract management - Capacity & resource planning - Process automation & self-service - Tool & technology selection |
| Service Delivery & Processes | 25% | - Service level management & SLAs - Incident & request management - Problem & change management - Knowledge management |
| People & Team Management | 25% | - Motivation & retention - Training & development - Staffing & workforce planning - Performance management & coaching |
HDI Service Desk Manager (SDM) Sample Questions:
Question #1
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.
Answer: B
Question #2
What is considered a best practice for providing direction and focus under chaotic circumstances?
(Choose 1)
- A. Assure staff that they will be alright.
- B. Empathise with your team members.
- C. Advise staff that big changes are imminent.
- D. Tell staff absolutely everything you know about the situation.
Answer: B
Question #3
What is the most important benefit of IT configuration management?
(Choose 1)
- A. IT configuration management identifies illegally installed or unlicensed software.
- B. IT configuration management allows information to be automatically entered into the knowledge base.
- C. IT configuration management recovers critical systems information after a software failure.
- D. IT configuration management enables more efficient usage of software.
Answer: A
Question #4
Why would you carry out an annual customer satisfaction survey?
(Choose 1)
- A. To identify customers who need better IT education.
- B. To show the percentage of customers using the latest system releases.
- C. To establish customer perception of the Service Desk over the period.
- D. In order to boost the Service Desks image and morale.
Answer: C
Question #5
How will a SWOT best assist you in developing your teams performance?
(Choose 1)
- A. A SWOT provides an opportunity to hold regular meetings with your team.
- B. A SWOT helps you identify marketing opportunities as it shows the teams strengths.
- C. A SWOT helps you identify areas for growth for your team.
- D. A SWOT enables you to identify incentives that are attractive to your team.
Answer: C
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