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HDI QQ0-301 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Desk Operations | - Incident and problem management - Change and configuration management |
| Service Desk Leadership and Strategy | - Developing service desk strategies - Aligning service desk with business goals |
| People and Performance Management | - Team leadership and communication - Performance metrics and reporting |
HDI Service Desk Manager (SDM) Sample Questions:
1. Which of the following best describes error control?
(Choose 1)
A) Identifying errors to be addressed by Change Management.
B) Proactive management of problems.
C) Identifying underlying causes of incidents.
D) Managing the error process.
2. What is the most important factor when developing a workforce schedule?
(Choose 1)
A) Budget restraints.
B) Type of support to be provided.
C) Projected call volume.
D) Total workstations available.
3. Which is the key benefit to be achieved from Incident Management?
(Choose 1)
A) Improved customer feedback.
B) Operational targets reflect IT needs.
C) Accurate SLA reporting.
D) Reduced incidents.
4. Which measure would not be attributable to Incident Management?
(Choose 1)
A) Error control.
B) Cost per incident.
C) First contact resolution on the Service Desk.
D) SLA performance.
5. If you are looking to motivate your Service Desk staff, which of these statements most closely matches how you would want them to perceive you?
(Choose 1)
A) As an exceptional, innovative and demanding leader.
B) As an outstanding motivational speaker.
C) As being excellent in inspiring people to achieve a new vision.
D) As an approachable, nice and understanding person.
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: C | Question # 3 Answer: A | Question # 4 Answer: A | Question # 5 Answer: C |
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