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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. What is a common type of customer satisfaction survey used by the Service Desk?
(Choose 1)

A) A telephone survey to 25 customers a day.
B) An annual or periodic survey.
C) A selective survey.
D) An email survey scheduled for every Tuesday.

2. What are two key reasons for undertaking a gap analysis of your current operational practices?
(Choose 2)

A) Identifying the desired state.
B) It is more effective than performing a cost benefit analysis.
C) Suggesting where improvements could be made.
D) Recognising that the current levels of service are better than expected.

3. If your team is performing effectively, which three of these characteristics should they display?
(Choose 3)

A) A clear sense of fun and community.
B) High morale and motivation.
C) A broad mix of skills.
D) Involvement in decisions.
E) A clear sense of dedication and purpose.
F) A wide range of emotions.

4. How would you measure the success of Problem Management?
(Choose 2)

A) A reduced number of changes.
B) A reduced number of incidents at the Service Desk.
C) Reduced cost per call.
D) A reduction in the time taken to resolve known errors.

5. Which process within the Service Desk focuses on capturing, structuring, and sharing information?
(Choose 1)

A) Change management.
B) Incident management.
C) Problem management.
D) Knowledge management.

Solutions: