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HDI QQ0-301 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: People Management | - Training, coaching, and performance management - Employee engagement and retention strategies - Staffing, recruitment, and onboarding |
| Topic 2: Service Desk Strategy and Leadership | - Service desk mission, vision, and alignment with IT/business goals - Leadership principles and governance structures |
| Topic 3: Performance Measurement and Reporting | - Reporting frameworks and dashboards - KPIs and metrics for service desk performance |
| Topic 4: Technology and Tools | - Knowledge management systems - ITSM tools and service desk platforms |
| Topic 5: Service Delivery Processes | - SLA design and service quality management - Incident and request management workflows - Escalation and problem management coordination |
| Topic 6: Customer Experience and Continuous Improvement | - Customer satisfaction and feedback handling - Continuous service improvement practices |
HDI Service Desk Manager (SDM) Sample Questions:
What is the best description of benchmarking in a Service Desk?
(Choose 1)
- A. Benchmarking is a comparative study of the Service Desks performance against comparable organisations.
- B. Benchmarking is allowing your support staff to determine the method it will use to provide service.
- C. Benchmarking is a marketing tool that increases the Service Desks visibility to its customers.
- D. Benchmarking is determining whether the knowledge base is complete and filling in any gaps.
Correct Answer: A 🗳️
Your team is expected to resolve most incidents and problems themselves without sending deskside personnel to support the customer. However, there are occasions when the team needs to offer deskside support. What is the best reason for using deskside support?
(Choose 1)
- A. Your team is short-staffed due to training commitments.
- B. Your team should be more visible in the company.
- C. Your team is unsure of how to resolve the problem.
- D. Your team cannot resolve the problem using remote support methods.
Correct Answer: D 🗳️
Your team is working hard, and the atmosphere is busy but friendly. What three key actions have you taken to create this situation?
(Choose 3)
- A. Developed a scheme that rewards star performers.
- B. Provided daily donuts and fruit juice for all the team.
- C. Explained the teams goals and objectives.
- D. Offered low basic salaries with high performance related pay possibilities.
- E. Offered your team involvement in decisions that affect them.
- F. Provided opportunities for development.
Correct Answer: C,E,F 🗳️
What are three activities undertaken by a service desk manager that demonstrates they are running their team like a business?
(Choose 3)
- A. They understand the effect of the desks actions on the organization.
- B. They recruit predominantly from Universities and Colleges.
- C. They promote a culture of responsibility.
- D. They ensure all staff understand the deliverables required.
- E. They define tight timescales for all activities.
Correct Answer: A,C,D 🗳️
What are two reasonable expectations of customers when contacting the Service Desk?
(Choose 2)
- A. Customers should expect their status in the organisation to be recognized.
- B. Customers should expect all incidents to be fixed at first point of contact.
- C. Customers should expect the service desk to provide value for the money spent on it.
- D. Customers should expect a consistent response to their requirements.
- E. Customers should expect service desk staff to be expert in all technology areas.
Correct Answer: C,D 🗳️
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