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HDI QQ0-301 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Operations & Technology | 20% | - Vendor & contract management - Process automation & self-service - Capacity & resource planning - Tool & technology selection |
| Topic 2: Service Desk Strategy & Alignment | 20% | - Service desk vision & mission - Governance & compliance - Business alignment & objectives |
| Topic 3: People & Team Management | 25% | - Motivation & retention - Staffing & workforce planning - Performance management & coaching - Training & development |
| Topic 4: Service Delivery & Processes | 25% | - Knowledge management - Service level management & SLAs - Incident & request management - Problem & change management |
| Topic 5: Metrics & Continuous Improvement | 10% | - KPIs & performance reporting - Process improvement methodologies - Customer satisfaction & feedback |
HDI Service Desk Manager (SDM) Sample Questions:
What are three critical success factors for Incident management?
(Choose 3)
- A. The cost of the new call management system is proven.
- B. Service level requirements are known and understood.
- C. Consistency in service quality.
- D. All incident logs contain greater detail.
- E. Processes are adhered to.
Correct Answer: B,C,E 🗳️
Which statement best describes two basic components of problem management?
(Choose 1)
- A. Error control and problem control.
- B. Document control and service control.
- C. Change control and incident control.
- D. Knowledge control and time control.
Correct Answer: A 🗳️
What is the primary goal of problem management?
(Choose 1)
- A. The primary goal of problem management is to reduce the number of incidents.
- B. The primary goal of problem management is to eliminate the cause of incidents.
- C. The primary goal of problem management is to restore normal service.
- D. The primary goal of problem management is to resolve incidents quickly.
Correct Answer: B 🗳️
What is the primary benefit of monitoring incidents in the Service Desk?
(Choose 1)
- A. Monitoring incidents allows you to address situations proactively.
- B. Monitoring incidents keeps track of important customers.
- C. Monitoring incidents keeps problems to a minimum.
- D. Monitoring incidents allows you to react quickly to unforeseen situations.
Correct Answer: A 🗳️
What is an objective of a quality assurance programme?
(Choose 1)
- A. To achieve continuous improvement of the cost effectiveness of IT services.
- B. To align IT and business resource management.
- C. To agree with the customer about how IT services should be delivered.
- D. To determine the number of Service Desk staff required.
Correct Answer: A 🗳️
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