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HDI QQ0-301 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Technology and Tools | - Knowledge management systems - ITSM tools and service desk platforms |
| Service Desk Strategy and Leadership | - Service desk mission, vision, and alignment with IT/business goals - Leadership principles and governance structures |
| Customer Experience and Continuous Improvement | - Customer satisfaction and feedback handling - Continuous service improvement practices |
| Performance Measurement and Reporting | - Reporting frameworks and dashboards - KPIs and metrics for service desk performance |
| Service Delivery Processes | - Escalation and problem management coordination - SLA design and service quality management - Incident and request management workflows |
| People Management | - Training, coaching, and performance management - Staffing, recruitment, and onboarding - Employee engagement and retention strategies |
HDI Service Desk Manager (SDM) Sample Questions:
What are two of the key roles of the Service Desk in most organisations?
(Choose 2)
- A. The key role of the Service Desk is to demonstrate its value to the organisation it serves.
- B. The key role of the Service Desk is responsibility for the management of incidents.
- C. The key role of the Service Desk is to provide technical support services to the executives in a timely manner.
- D. The key role of the Service Desk is to enforce service level agreements.
- E. The key role of the Service Desk is to ensure that all metrics are maintained and distributed.
Correct Answer: A,B 🗳️
Which of these is a method for monitoring incidents?
(Choose 1)
- A. Regularly checking on the incident management knowledgebase.
- B. Carrying out regular customer follow-ups and satisfaction surveys.
- C. Listening to customer/analyst calls.
- D. Reviewing the incident log daily by type of incident.
Correct Answer: B 🗳️
Customers seem reluctant to engage with SLAs. What two arguments can you use to convince them to become involved?
(Choose 2)
- A. SLAs allow customers the opportunity to criticise IT.
- B. IT can prioritise resources to address specific requirements.
- C. IT can always deliver what customers want.
- D. IT will become more streamlined.
- E. SLAs will improve working relationships.
Correct Answer: B,E 🗳️
What is a best practice for recruiting the best possible staff?
(Choose 1)
- A. Let your team interview prospective employees.
- B. Focus on the technical skills of prospective employees.
- C. Rehire previous employees who already know the job.
- D. Recruit only from the pool of recent college graduates.
Correct Answer: A 🗳️
What is a negative effect of stress?
(Choose 1)
- A. People leave to work in other teams.
- B. People are often ill.
- C. People work longer and are overworked.
- D. People take regular breaks.
Correct Answer: B 🗳️
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