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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

Question 1

Your team is working hard, and the atmosphere is busy but friendly. What three key actions have you taken to create this situation?
(Choose 3)

A. Explained the teams goals and objectives.
B. Provided daily donuts and fruit juice for all the team.
C. Offered low basic salaries with high performance related pay possibilities.
D. Offered your team involvement in decisions that affect them.
E. Provided opportunities for development.
F. Developed a scheme that rewards star performers.

Question 2

What is the best description of rightsourcing?
(Choose 1)

A. Rightsourcing identifies the proper balance of outsourcing and other sourcing options.
B. Rightsourcing determines the source of customer queries and matches them with solutions.
C. Rightsourcing matches the right candidates for Service Desk vacancies.
D. Rightsourcing finds the most cost-effective service options for the Service Desk.

Question 3

What is the primary objective of customer satisfaction surveys?
(Choose 1)

A. Customer satisfaction surveys establish a basis for future pay rises.
B. Customer satisfaction surveys determine if the Service Desk is following the SLA.
C. Customer satisfaction surveys demonstrate to senior management that the Service Desk is in demand.
D. Customer satisfaction surveys identify what customers feel is important.

Question 4

What is the best description of knowledge management?
(Choose 1)

A. Knowledge management provides information to management about each reported incident.
B. Knowledge management is a process by which customers send useful solutions to support staff.
C. Knowledge management is the key component of a service level agreement.
D. Knowledge management is the capture and reuse of business and technical information in an organisation.

Question 5

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

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

Solutions: