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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. 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) Networking with people in other organisations.
D) Acquiring understanding of key business issues for your organization.
E) Delivering a presentation to your senior management.

2. 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) Senior management.
C) Another internal support team.
D) A customer focus group.

3. What is a key component of an internal SWOT analysis?
(Choose 1)

A) Reporting performance weaknesses immediately to the board.
B) Holding meetings with customers.
C) Focusing more on performance weaknesses identified.
D) Holding meetings with competitors.

4. What are three advantages of using self-service tools in a Service Desk?
(Choose 3)

A) Self-service tools allow customers to access support at any time.
B) Self-service tools allow for cost-effective service provision.
C) Self-service tools allow the Service Desk to be open for fewer hours.
D) Self-service tools allow customers greater independence.
E) Self-service tools allow the Service Desk to reduce its headcount.

5. One of your team members has just returned to the desk after another period of being off work due to illness. They appear irritable and untalkative. What do you think is the most likely reason for this?
(Choose 1)

A) They cycle to work through heavy traffic.
B) The Service Desk is on the 3rd Floor and there is no lift.
C) They are experiencing personal problems at home.
D) They have found a new member of the team sitting at their desk.

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