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HDI QQ0-301 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| People & Team Management | 25% | - Motivation & retention - Training & development - Staffing & workforce planning - Performance management & coaching |
| Service Delivery & Processes | 25% | - Knowledge management - Incident & request management - Service level management & SLAs - Problem & change management |
| Service Desk Strategy & Alignment | 20% | - Service desk vision & mission - Business alignment & objectives - Governance & compliance |
| Operations & Technology | 20% | - Vendor & contract management - Process automation & self-service - Capacity & resource planning - Tool & technology selection |
| Metrics & Continuous Improvement | 10% | - KPIs & performance reporting - Customer satisfaction & feedback - Process improvement methodologies |
HDI Service Desk Manager (SDM) Sample Questions:
Which of these are important benefits of having an effective team?
(Choose 2)
- A. Improved staff and customer relations.
- B. A willingness to collaborate with and assist other team members.
- C. Exemplary time management.
- D. Improved task scheduling.
- E. Improved acceptance of your team by other departments.
Correct Answer: A,B 🗳️
What is the most accurate description of staffing?
(Choose 1)
- A. Ensuring that you staff according to the objectives of ITSM.
- B. Ensuring that unplanned absences are allowed for in the rota.
- C. Ensuring that adequate staff are available to provide IT services as defined in the SLA.
- D. Ensuring that shifts all have the same number of staff.
Correct Answer: C 🗳️
What is considered to be a type of one-way information gathering?
(Choose 1)
- A. Chat room.
- B. Telephone conversation.
- C. Voice mail.
- D. Using open questions.
Correct Answer: C 🗳️
What is the most likely advantage of off-site outsourcing?
(Choose 1)
- A. Off-site outsourcing reduces capital expenditure and headcount.
- B. Off-site outsourcing increases capital expenditure and headcount.
- C. Off-site outsourcing increases capital expenditure and reduces headcount.
- D. Off-site outsourcing reduces capital expenditure and increases headcount.
Correct Answer: A 🗳️
What is the most important benefit of IT configuration management?
(Choose 1)
- A. IT configuration management sets the Service Desk apart from other departments.
- B. IT configuration management means that the Service Desk is more likely gain certification status.
- C. IT configuration management enables the Service Desk to purchase more IT equipment.
- D. IT configuration management facilitates the Service Desks task of re-allocation and reuse of equipment and licenses.
Correct Answer: D 🗳️
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