HDI Service Desk Manager (SDM): QQ0-301 Exam
"HDI Service Desk Manager (SDM)", also known as QQ0-301 exam, is a HDI Certification. With the complete collection of questions and answers, Pass4sureCert has assembled to take you through 198 Q&As to your QQ0-301 Exam preparation. In the QQ0-301 exam resources, you will cover every field and category in HDI World wide Certification Certification helping to ready you for your successful HDI Certification.
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HDI QQ0-301 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Metrics & Continuous Improvement | 10% | - KPIs & performance reporting - Process improvement methodologies - Customer satisfaction & feedback |
| Service Desk Strategy & Alignment | 20% | - Service desk vision & mission - Governance & compliance - Business alignment & objectives |
| Service Delivery & Processes | 25% | - Incident & request management - Problem & change management - Service level management & SLAs - Knowledge management |
| People & Team Management | 25% | - Training & development - Performance management & coaching - Motivation & retention - Staffing & workforce planning |
| Operations & Technology | 20% | - Tool & technology selection - Capacity & resource planning - Process automation & self-service - Vendor & contract management |
HDI Service Desk Manager (SDM) Sample Questions:
You are introducing a self-service option as another channel of support for your customers to use. What three things will this will enable them to do?
(Choose 3)
- A. Find details of password reset options.
- B. Find out where the nearest technology suppliers are based.
- C. Discover what the SLA contains.
- D. Update contact information.
- E. Request a change to their work schedule.
What is the most important benefit of IT configuration management?
(Choose 1)
- A. IT configuration management identifies illegally installed or unlicensed software.
- B. IT configuration management allows information to be automatically entered into the knowledge base.
- C. IT configuration management enables more efficient usage of software.
- D. IT configuration management recovers critical systems information after a software failure.
You are planning a marketing campaign to raise customer awareness of the Service Desk and the benefits it brings to the business. What three activities would be most effective in doing this?
(Choose 3)
- A. Give all customers a stress ball with Service Desk contact details printed on it.
- B. Schedule your staff to floor walk at regular intervals.
- C. Offer customers the opportunity to experience life on the Service Desk.
- D. Organise a road show.
- E. Offer a programme of lunch and learn sessions.
Real-time, virtual and decentralised are all examples of what aspect of support?
(Choose 1)
- A. Warehouse management systems.
- B. Change management.
- C. Release management.
- D. Distribution centres.
- E. Service Desks.
Which is a method for assessing team development needs?
(Choose 1)
- A. Knowledge management.
- B. Skills gap analysis.
- C. Benchmarking.
- D. Call monitoring.
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