Exam Name: HDI Service Desk Manager (SDM)
Certification Provider: HDI
Corresponding Certification: HDI World wide Certification
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HDI QQ0-301 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Desk Leadership and Strategy | - Aligning service desk with business goals - Developing service desk strategies |
| People and Performance Management | - Performance metrics and reporting - Team leadership and communication |
| Service Desk Operations | - Incident and problem management - Change and configuration management |
HDI Service Desk Manager (SDM) Sample Questions:
Which actions are most likely to help you develop clear strategies to run your Service Desk effectively?
(Choose 2)
- A. Attending an executive seminar.
- B. Encouraging your staff to participate in intra-departmental projects.
- C. Delivering a presentation to your senior management.
- D. Acquiring understanding of key business issues for your organization.
- E. Networking with people in other organisations.
What is a negative effect of stress?
(Choose 1)
- A. People are often ill.
- B. People work longer and are overworked.
- C. People leave to work in other teams.
- D. People take regular breaks.
What is the most likely benefit of using IT asset management?
(Choose 1)
- A. IT asset management improves the accuracy of the knowledgebase.
- B. IT asset management protects the Service Desks assets in the event of a disaster.
- C. IT asset management minimises the impact that changes have on customers.
- D. IT asset management allows you to determine the total cost of ownership for the Service Desk.
What is a typical operational metric that is an output of Configuration Management?
(Choose 1)
- A. The cost of CIs arranged by department.
- B. How many CIs each department has.
- C. How many CIs relate to each IT system.
- D. How many CIs identified that are not authorised.
You are giving a presentation to other support teams that explains why your service desk is implementing a Customer Satisfaction Survey programme. What two techniques should you use to ensure that your audience is engaged with what you are telling them?
(Choose 2)
- A. Provide tea and biscuits for them.
- B. Ask them some open questions.
- C. Describe a possible scenario for the situation three months after the survey.
- D. Tell them that they will not be involved - directly or indirectly.
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