Exam Name: HDI Service Desk Manager (SDM)
Certification Provider: HDI
Corresponding Certification: HDI World wide Certification
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HDI QQ0-301 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Desk Leadership and Strategy | - Aligning service desk with business goals - Developing service desk strategies |
| Topic 2: Service Desk Operations | - Incident and problem management - Change and configuration management |
| Topic 3: People and Performance Management | - Team leadership and communication - Performance metrics and reporting |
HDI Service Desk Manager (SDM) Sample Questions:
You are planning to implement self-service as another option for your customers for their service and support requirements. What would you describe as three key customer benefits of this option?
(Choose 3)
- A. It enables customers to check call status.
- B. It allows customers access to the knowledgebase.
- C. It enables customers to make their own amendments to procedures.
- D. It allows customers to log their own requests and incidents.
- E. It enables customers to update the schedules.
Correct Answer: A,B,D 🗳️
What is the primary advantage of providing deskside support?
(Choose 1)
- A. Providing deskside support removes the emotional aspect of the incident.
- B. Providing deskside support gives the deskside support agent enough work to justify her employment.
- C. Providing deskside support allows incidents to be resolved when they cannot be resolved remotely.
- D. Providing deskside support resolves incidents faster than by handling them on the phone.
Correct Answer: C 🗳️
What is the purpose of a vision statement?
(Choose 1)
- A. To stretch peoples capabilities to the maximum.
- B. To inform customers about strategy outcomes and benefits.
- C. To provide a longer term view of what the Service Desk wishes to become.
- D. To develop a strategy for business enhancements.
Correct Answer: C 🗳️
What is the most important reason for documenting processes and procedures?
(Choose 1)
- A. Documenting processes and procedures provides information for subject matter experts.
- B. Documenting processes and procedures encourages adherence to policies and procedures.
- C. Documenting processes and procedures allows analysts to display their creative sides.
- D. Documenting processes and procedures is a requirement for incident management.
Correct Answer: B 🗳️
Which manager would be most likely to provide metrics on the number of RFCs submitted as a result of problems?
(Choose 1)
- A. The Problem manager.
- B. The Change manager.
- C. The Service Desk manager.
- D. The Release manager.
Correct Answer: A 🗳️
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