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HDI QQ0-301 Exam Syllabus Topics:

SectionObjectives
Service Desk Leadership and Strategy- Developing service desk strategies
- Aligning service desk with business goals
Service Desk Operations- Incident and problem management
- Change and configuration management
People and Performance Management- Performance metrics and reporting
- Team leadership and communication

HDI Service Desk Manager (SDM) Sample Questions:

What is the primary objective of customer satisfaction surveys?
(Choose 1)

  • A. Customer satisfaction surveys determine if the Service Desk is following the SLA.
  • B. Customer satisfaction surveys establish a basis for future pay rises.
  • C. Customer satisfaction surveys demonstrate to senior management that the Service Desk is in demand.
  • D. Customer satisfaction surveys identify what customers feel is important.
Reveal Solution  Discussion  0

Correct Answer: D  🗳️

What is the best description of the mission statement for a Service Desk?
(Choose 1)

  • A. The Service Desks mission statement documents future services to be provided.
  • B. The Service Desks mission statement explains how service levels will be met.
  • C. The Service Desks mission statement describes the purpose of the desk, the services provided and the manner of their delivery.
  • D. The Service Desks mission statement informs customers of strategies for improvement.
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

What is a key element of the coaching process?
(Choose 1)

  • A. Encouraging a team ethos in the individual.
  • B. Encouraging participation by using open questions.
  • C. Schedule a follow-up meeting for a years time.
  • D. Pushing the individual to admit weak areas.
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

What are the two best descriptions of the role of telephone support?
(Choose 2)

  • A. It may offer levels II and III support.
  • B. It uses an effective process for call escalation if the analyst is unable to resolve the call.
  • C. It is the most cost-effective method of support.
  • D. It is the preferred method of support for all customers.
Reveal Solution  Discussion  0

Correct Answer: A,B  🗳️

What is a best practice for keeping employees satisfied and productive?
(Choose 1)

  • A. Treat your staff with respect.
  • B. Give employees extra breaks from phone work.
  • C. Praise individuals in private.
  • D. Remove the burden of making decisions from employees.
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

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