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HDI QQ0-301 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Technology and Tools | - ITSM tools and service desk platforms - Knowledge management systems |
| Performance Measurement and Reporting | - Reporting frameworks and dashboards - KPIs and metrics for service desk performance |
| Service Delivery Processes | - Incident and request management workflows - Escalation and problem management coordination - SLA design and service quality management |
| People Management | - Training, coaching, and performance management - Employee engagement and retention strategies - Staffing, recruitment, and onboarding |
| 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 |
HDI Service Desk Manager (SDM) Sample Questions:
Which are the two most appropriate situations for providing deskside support?
(Choose 2)
- A. Provide deskside support if the Service Desk is not busy.
- B. Provide deskside support only if the SLA requires it.
- C. Provide deskside support if you need to calm the customer down.
- D. Provide deskside support if you must replace the customers hardware.
- E. Provide deskside support to address an urgent requirement.
Correct Answer: D,E 🗳️
What are three purposes of a customer satisfaction survey?
(Choose 3)
- A. Find out if the customers are talking to outsourcing companies.
- B. Identify the quality of customer usage of IT Services.
- C. Find out what customers think of IT services.
- D. Benchmark customer satisfaction.
- E. Identify new services or products that customers indicate they require.
Correct Answer: C,D,E 🗳️
Which two statements best describe leadership in a Service Desk?
(Choose 2)
- A. A Service Desk leader defines the tasks required.
- B. A Service Desk leader sides with staff against customers.
- C. A Service Desk leader leads by example.
- D. A Service Desk leader focuses on process rather than efficiency.
Correct Answer: A,C 🗳️
What is one of the main benefits of implementing a problem management process?
(Choose 1)
- A. A problem management process increases first contact resolutions.
- B. A problem management process minimises the impact of changes.
- C. A problem management process clarifies the required technical expertise for problem elimination.
- D. A problem management process eliminates the need for a knowledgebase.
Correct Answer: A 🗳️
Which metric best reflects the knowledge level of the Service Desks staff?
(Choose 1)
- A. Average speed to Answer.
- B. First contact resolution.
- C. Customer satisfaction.
- D. Cost per incident.
Correct Answer: B 🗳️
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