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HDI QQ0-301 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| People Management | - Staffing, recruitment, and onboarding - Training, coaching, and performance management - Employee engagement and retention strategies |
| Service Desk Strategy and Leadership | - Leadership principles and governance structures - Service desk mission, vision, and alignment with IT/business goals |
| Technology and Tools | - Knowledge management systems - ITSM tools and service desk platforms |
| Performance Measurement and Reporting | - Reporting frameworks and dashboards - KPIs and metrics for service desk performance |
| Customer Experience and Continuous Improvement | - Continuous service improvement practices - Customer satisfaction and feedback handling |
| Service Delivery Processes | - Incident and request management workflows - SLA design and service quality management - Escalation and problem management coordination |
HDI Service Desk Manager (SDM) Sample Questions:
What three steps should be included when calculating Return On Investment?
(Choose 3)
- A. Provide alternative suggestions for service desk staffing.
- B. Report findings.
- C. Identify cost savings or productivity benefits.
- D. Provide timeframe estimates for future service improvements.
- E. Identify operational quality improvements.
What is the most likely disadvantage of outsourcing?
(Choose 1)
- A. Outsourcing can drastically change the types support services that are offered.
- B. Outsourcing can cause you to lose your corporate identity.
- C. Outsourcing can cause you to lose your organisational assets.
- D. Outsourcing can cause you to lose personnel to the outsourcers support team.
What are two critical success factors for Problem management?
(Choose 2)
- A. The impact of problems on business activity is eliminated.
- B. The quality of service is stabilised.
- C. The proper classification of incidents is consistent.
- D. The cost of IT to the business is justified.
- E. The cost of IT to the business is reduced.
What is the most likely advantage of outsourcing?
(Choose 1)
- A. Outsourcing transfers responsibility to the outsourcer.
- B. Outsourcing eliminates the need for supervisors.
- C. Outsourcing provides defined and documented service levels.
- D. Outsourcing improves staff morale.
What are three key indicators that show that one of your team might be undergoing stress in their life?
(Choose 3)
- A. They are often late for work and get irritable when it is mentioned.
- B. They are supporting a new application that they dont like and are reluctant to talk to the development team about it.
- C. They seem to get into a lot of arguments and are always very cynical.
- D. They have a lot of folders open on their desk and always appear to have too much work to do.
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