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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. Which is an effective method for monitoring calls?
(Choose 1)

A) Check the incident logs.
B) Ask for information about calls from other staff.
C) Record the call.
D) Review escalation records.

2. Where would you be most likely to find a values statement?
(Choose 1)

A) Mission statement.
B) Vision statement.
C) Marketing pamphlets.
D) ROI description.

3. What two steps should we take to manage the service expectations of stakeholders?
(Choose 2)

A) Build a catalogue of systems for all customers.
B) Use customer surveys to identify business needs.
C) Use KPIs to calculate service ROI.
D) Provide several channels that provide information about the Service Desk.
E) Build SLAs based on IT measures.

4. What is the primary goal of problem management?
(Choose 1)

A) The primary goal of problem management is to restore normal service.
B) The primary goal of problem management is to eliminate the cause of incidents.
C) The primary goal of problem management is to reduce the number of incidents.
D) The primary goal of problem management is to resolve incidents quickly.

5. What is a best practice for negotiating successfully with customers?
(Choose 1)

A) Maintain a strong and assertive stance towards the customer.
B) Emphasise the details of the customers concerns.
C) Offer several options for the customer to choose from.
D) Seek clarity on the source of issues or problems.

Solutions: