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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. What are three purposes of a customer satisfaction survey?
(Choose 3)

A) Benchmark customer satisfaction.
B) Identify new services or products that customers indicate they require.
C) Find out if the customers are talking to outsourcing companies.
D) Find out what customers think of IT services.
E) Identify the quality of customer usage of IT Services.

2. Which is the best example of one-way information gathering?
(Choose 1)

A) Receiving an e-mail from the customer.
B) Requesting that the customer fill out a questionnaire.
C) Conducting a face-to face interview with the customer.
D) Asking the customer questions on the phone.

3. Which are the two most appropriate situations for providing deskside support?
(Choose 2)

A) Provide deskside support to address an urgent requirement.
B) Provide deskside support if the Service Desk is not busy.
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 only if the SLA requires it.

4. Which measure would not be attributable to Incident Management?
(Choose 1)

A) SLA performance.
B) Cost per incident.
C) Error control.
D) First contact resolution on the Service Desk.

5. What is the most likely advantage of off-site outsourcing?
(Choose 1)

A) Off-site outsourcing reduces capital expenditure and increases headcount.
B) Off-site outsourcing increases capital expenditure and reduces headcount.
C) Off-site outsourcing increases capital expenditure and headcount.
D) Off-site outsourcing reduces capital expenditure and headcount.

Solutions: