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HDI QQ0-301 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Desk Strategy & Alignment | 20% | - Business alignment & objectives - Service desk vision & mission - Governance & compliance |
| Topic 2: Service Delivery & Processes | 25% | - Problem & change management - Incident & request management - Knowledge management - Service level management & SLAs |
| Topic 3: People & Team Management | 25% | - Training & development - Motivation & retention - Performance management & coaching - Staffing & workforce planning |
| Topic 4: Operations & Technology | 20% | - Tool & technology selection - Capacity & resource planning - Process automation & self-service - Vendor & contract management |
| Topic 5: Metrics & Continuous Improvement | 10% | - KPIs & performance reporting - Process improvement methodologies - Customer satisfaction & feedback |
HDI Service Desk Manager (SDM) Sample Questions:
Identify one of the primary tasks in organising your resources.
(Choose 1)
- A. Align resources to projects or activities.
- B. Organise frequent motivational sessions with your team.
- C. Get senior management approval for the resource plan.
- D. Draw up a monthly rota of shift patterns.
Correct Answer: A 🗳️
What is the main purpose of Configuration Management?
(Choose 1)
- A. To manage risk by documenting the infrastructure and all equipment.
- B. To provide a model of the IT infrastructure.
- C. To support Incident management with accurate configuration information.
- D. To manage assets and control costs in the IT infrastructure.
Correct Answer: B 🗳️
What is the primary advantage of using remote support?
(Choose 1)
- A. Remote support allows the customer to solve problems without contacting an analyst.
- B. Remote support reduces the overall cost of support.
- C. Remote support removes all responsibility for solving problems from the customer.
- D. Remote support decreases the number of analysts needed to support customers.
Correct Answer: B 🗳️
What three steps should be included when calculating Return On Investment?
(Choose 3)
- A. Provide alternative suggestions for service desk staffing.
- B. Identify operational quality improvements.
- C. Report findings.
- D. Provide timeframe estimates for future service improvements.
- E. Identify cost savings or productivity benefits.
Correct Answer: B,C,E 🗳️
You are planning a marketing campaign to raise customer awareness of the Service Desk and the benefits it brings to the business. What three activities would be most effective in doing this?
(Choose 3)
- A. Organise a road show.
- B. Schedule your staff to floor walk at regular intervals.
- C. Offer customers the opportunity to experience life on the Service Desk.
- D. Offer a programme of lunch and learn sessions.
- E. Give all customers a stress ball with Service Desk contact details printed on it.
Correct Answer: A,B,D 🗳️
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