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HDI QQ0-301 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Technology and Tools | - Knowledge management systems - ITSM tools and service desk platforms |
| Topic 2: Service Desk Strategy and Leadership | - Service desk mission, vision, and alignment with IT/business goals - Leadership principles and governance structures |
| Topic 3: People Management | - Staffing, recruitment, and onboarding - Employee engagement and retention strategies - Training, coaching, and performance management |
| Topic 4: Performance Measurement and Reporting | - Reporting frameworks and dashboards - KPIs and metrics for service desk performance |
| Topic 5: Customer Experience and Continuous Improvement | - Customer satisfaction and feedback handling - Continuous service improvement practices |
| Topic 6: Service Delivery Processes | - Incident and request management workflows - Escalation and problem management coordination - SLA design and service quality management |
HDI Service Desk Manager (SDM) Sample Questions:
As a manager, how can you best adapt yourself to new and changing demands to maintain and enhance your personal development?
(Choose 1)
- A. Control your own working time and environment.
- B. Take on projects that are outside your comfort zone.
- C. Stick to your strengths and positive attributes.
- D. Practice formal time management.
Correct Answer: B 🗳️
What metric is not expected from Incident Management?
(Choose 1)
- A. Number of RFCs.
- B. Number of service requests.
- C. Fix and response times.
- D. SLA performance.
Correct Answer: A 🗳️
You are giving a presentation to other support teams that explains why your service desk is implementing a Customer Satisfaction Survey programme. What two techniques should you use to ensure that your audience is engaged with what you are telling them?
(Choose 2)
- A. Tell them that they will not be involved - directly or indirectly.
- B. Describe a possible scenario for the situation three months after the survey.
- C. Provide tea and biscuits for them.
- D. Ask them some open questions.
Correct Answer: B,D 🗳️
Which factor must be identified for successful service continuity planning?
(Choose 1)
- A. Identify which seasonal factors affect the electrical power supply systems.
- B. Identify offices that are located near airports or city centres.
- C. Identify senior executives and where they live.
- D. Identify critical applications and their business continuity requirements.
Correct Answer: D 🗳️
What is one of the main benefits of implementing a problem management process?
(Choose 1)
- A. A problem management process minimises the impact of changes.
- B. A problem management process eliminates the need for a knowledgebase.
- C. A problem management process clarifies the required technical expertise for problem elimination.
- D. A problem management process increases first contact resolutions.
Correct Answer: D 🗳️
