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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. What is a common type of customer satisfaction survey used by the Service Desk?
(Choose 1)

A) An email survey scheduled for every Tuesday.
B) A selective survey.
C) An annual or periodic survey.
D) A telephone survey to 25 customers a day.

2. What is considered a best practice for providing direction and focus under chaotic circumstances?
(Choose 1)

A) Assure staff that they will be alright.
B) Empathise with your team members.
C) Tell staff absolutely everything you know about the situation.
D) Advise staff that big changes are imminent.

3. Real-time, virtual and decentralised are all examples of what aspect of support?
(Choose 1)

A) Warehouse management systems.
B) Change management.
C) Distribution centres.
D) Release management.
E) Service Desks.

4. Which of these is important for controlling and co-ordinating activities?
(Choose 1)

A) Oversee all day-to-day tasks.
B) Delegate and empower where appropriate.
C) Set rigid target deadlines for each tasks activities.
D) Set task priorities to meet senior management directives.

5. What two steps should we take to manage the service expectations of stakeholders?
(Choose 2)

A) Build a catalogue of systems for all customers.
B) Use customer surveys to identify business needs.
C) Provide several channels that provide information about the Service Desk.
D) Build SLAs based on IT measures.
E) Use KPIs to calculate service ROI.

Solutions: