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HDI QQ0-301 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| People and Performance Management | - Performance metrics and reporting - Team leadership and communication |
| Service Desk Leadership and Strategy | - Aligning service desk with business goals - Developing service desk strategies |
| Service Desk Operations | - Change and configuration management - Incident and problem management |
HDI Service Desk Manager (SDM) Sample Questions:
What are three purposes of a customer satisfaction survey?
(Choose 3)
- A. Find out if the customers are talking to outsourcing companies.
- B. Identify new services or products that customers indicate they require.
- C. Identify the quality of customer usage of IT Services.
- D. Benchmark customer satisfaction.
- E. Find out what customers think of IT services.
Correct Answer: B,D,E 🗳️
What is the best description of rightsourcing?
(Choose 1)
- A. Rightsourcing matches the right candidates for Service Desk vacancies.
- B. Rightsourcing finds the most cost-effective service options for the Service Desk.
- C. Rightsourcing identifies the proper balance of outsourcing and other sourcing options.
- D. Rightsourcing determines the source of customer queries and matches them with solutions.
Correct Answer: C 🗳️
What is the most important benefit of IT configuration management?
(Choose 1)
- A. IT configuration management enables more efficient usage of software.
- B. IT configuration management allows information to be automatically entered into the knowledge base.
- C. IT configuration management identifies illegally installed or unlicensed software.
- D. IT configuration management recovers critical systems information after a software failure.
Correct Answer: C 🗳️
Which are the two most appropriate situations for providing deskside support?
(Choose 2)
- A. Provide deskside support if the Service Desk is not busy.
- B. Provide deskside support if you need to calm the customer down.
- C. Provide deskside support to address an urgent requirement.
- D. Provide deskside support if you must replace the customers hardware.
- E. Provide deskside support only if the SLA requires it.
Correct Answer: C,D 🗳️
Which metric best reflects the knowledge level of the Service Desks staff?
(Choose 1)
- A. Average speed to Answer.
- B. Cost per incident.
- C. First contact resolution.
- D. Customer satisfaction.
Correct Answer: C 🗳️
