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HDI QQ0-301 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| 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 | - Continuous service improvement practices - Customer satisfaction and feedback handling |
| Technology and Tools | - ITSM tools and service desk platforms - Knowledge management systems |
| People Management | - Training, coaching, and performance management - Employee engagement and retention strategies - Staffing, recruitment, and onboarding |
| Service Delivery Processes | - Escalation and problem management coordination - Incident and request management workflows - SLA design and service quality management |
| Performance Measurement and Reporting | - Reporting frameworks and dashboards - KPIs and metrics for service desk performance |
HDI Service Desk Manager (SDM) Sample Questions:
1. You are the Service Desks manager and you have been tasked to develop an operational level agreement. With which group are you most likely to be negotiating this agreement?
(Choose 1)
A) A first level support team.
B) Another internal support team.
C) Senior management.
D) A customer focus group.
2. What are two standard operational metrics for Change management?
(Choose 2)
A) How many RFCs have been rejected over a period of time.
B) How many CAB members attended meetings over a period of time.
C) How many RFCs have been discussed over a period of time.
D) How many RFCs have been submitted over a period of time.
3. What is a primary benefit of having security policies in a Service Desk?
(Choose 1)
A) Security policies limit Internet access for all of the companys employees.
B) Security policies ensure that customers cannot carry out illegal transactions.
C) Security levels are agreed, measured and monitored.
D) Security policies allow the Service Desk to stay open later.
4. What is a key benefit of change management?
(Choose 1)
A) An accurate Configuration Management Database (CMDB).
B) An increased number of changes.
C) A reduction in the number of problems.
D) Minimised service disruption.
5. Which measure would not be attributable to Incident Management?
(Choose 1)
A) Cost per incident.
B) SLA performance.
C) Error control.
D) First contact resolution on the Service Desk.
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A,D | Question # 3 Answer: C | Question # 4 Answer: D | Question # 5 Answer: C |
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