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HDI QQ0-301 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Delivery Processes | - Incident and request management workflows - SLA design and service quality management - Escalation and problem management coordination |
| Service Desk Strategy and Leadership | - Service desk mission, vision, and alignment with IT/business goals - Leadership principles and governance structures |
| Technology and Tools | - Knowledge management systems - ITSM tools and service desk platforms |
| People Management | - Staffing, recruitment, and onboarding - Training, coaching, and performance management - Employee engagement and retention strategies |
| Performance Measurement and Reporting | - Reporting frameworks and dashboards - KPIs and metrics for service desk performance |
| Customer Experience and Continuous Improvement | - Customer satisfaction and feedback handling - Continuous service improvement practices |
HDI Service Desk Manager (SDM) Sample Questions:
What is the formula for calculating return on investment?
(Choose 1)
- A. Cost / Value *100
- B. Value / Cost *100
- C. (Cost - Value) / Value *100
- D. ((Value - Cost) / Cost) * 100
Correct Answer: D 🗳️
What is the most likely advantage of outsourcing?
(Choose 1)
- A. Outsourcing provides defined and documented service levels.
- B. Outsourcing transfers responsibility to the outsourcer.
- C. Outsourcing eliminates the need for supervisors.
- D. Outsourcing improves staff morale.
Correct Answer: A 🗳️
What is a primary objective for using self-service tools in a Service Desk?
(Choose 1)
- A. Self-service tools improve the rapport between customers and analysts.
- B. Self-service tools encourage more customers to call for support.
- C. Self-service tools provide consistent responses to repetitive requests.
- D. Self-service tools keep customers dependent on the Service Desk.
Correct Answer: C 🗳️
Which two of these statements best match your understanding of stress?
(Choose 2)
- A. Stress is heightened personal awareness of a threat.
- B. Stress is natural and it can have positive or negative impacts.
- C. Stress is a reaction to a change.
- D. Stress is a crucial motivational force.
- E. Stress is a negative drag on enthusiasm levels in a team.
Correct Answer: B,C 🗳️
One of the weaker members of your team has displayed a small but sustained improvement in performance. What would be the best way to encourage their continued improvement?
(Choose 1)
- A. Reward them when they have displayed ongoing improvement for at least three months.
- B. Ask your team leader to monitor their performance closely.
- C. Compliment their improvement during their annual appraisal.
- D. Recognise and reward their improvement promptly.
Correct Answer: D 🗳️
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