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HDI QQ0-301 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Performance Measurement and Reporting | - Reporting frameworks and dashboards - KPIs and metrics for service desk performance |
| Technology and Tools | - ITSM tools and service desk platforms - Knowledge management systems |
| 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 |
| People Management | - Employee engagement and retention strategies - Staffing, recruitment, and onboarding - Training, coaching, and performance management |
| Service Delivery Processes | - Escalation and problem management coordination - SLA design and service quality management - Incident and request management workflows |
HDI Service Desk Manager (SDM) Sample Questions:
1. Following a team discussion about customer satisfaction levels, a team member approaches you with several ideas on how to better understand customer needs and expectations. You ask them to produce a presentation for the next team meeting. What three leadership characteristics did you use?
(Choose 3)
A) Encouraging creativity.
B) Encouraging team building.
C) Encouraging participation.
D) Effective delegation.
E) Execution of plans.
2. What are two key operational metrics for release management activities?
(Choose 2)
A) The number of new hardware releases requested by customers over a period of time.
B) The number of problems recorded in the problem management database that are attributable to releases over a period of time.
C) The number of CIs added to the CMDB (Configuration Management Database) over a period of time.
D) The number of incremental software releases over a period of time.
3. Which two activities are part of the release management process?
(Choose 2)
A) Managing the Definitive Software Library.
B) Designing and coding software.
C) Building the Configuration Management Database.
D) Tracking Requests for Change.
E) Training and communication.
4. What is the best criterion to use when deciding the type of support to provide to a customer?
(Choose 1)
A) The support resources available.
B) The customers authority level.
C) Key performance indicators.
D) The incidents impact on the business.
5. What is the best description of organisational change management?
(Choose 1)
A) Organisational change management is a process designed to carry out changes to the organisations structure in a co-ordinated and project-based manner.
B) Organisational change management is a strategic, integrated management system for achieving customer satisfaction.
C) Organisational change management is the process designed to analyse activities to reduce or eliminate certain activities or costs.
D) Organisational change management is a standard that guides development activities.
Solutions:
| Question # 1 Answer: A,C,D | Question # 2 Answer: B,C | Question # 3 Answer: A,E | Question # 4 Answer: D | Question # 5 Answer: A |
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