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HDI QQ0-301 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: People Management | - Staffing, recruitment, and onboarding - Training, coaching, and performance management - Employee engagement and retention strategies |
| Topic 2: Performance Measurement and Reporting | - Reporting frameworks and dashboards - KPIs and metrics for service desk performance |
| Topic 3: Service Desk Strategy and Leadership | - Leadership principles and governance structures - Service desk mission, vision, and alignment with IT/business goals |
| Topic 4: Technology and Tools | - Knowledge management systems - ITSM tools and service desk platforms |
| Topic 5: Customer Experience and Continuous Improvement | - Customer satisfaction and feedback handling - Continuous service improvement practices |
| Topic 6: Service Delivery Processes | - Escalation and problem management coordination - Incident and request management workflows - SLA design and service quality management |
HDI Service Desk Manager (SDM) Sample Questions:
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.
Correct Answer: A 🗳️
Which process within the Service Desk focuses on capturing, structuring, and sharing information?
(Choose 1)
- A. Change management.
- B. Knowledge management.
- C. Problem management.
- D. Incident management.
Correct Answer: B 🗳️
Identify one of the primary tasks in organising your resources.
(Choose 1)
- A. Draw up a monthly rota of shift patterns.
- B. Organise frequent motivational sessions with your team.
- C. Get senior management approval for the resource plan.
- D. Align resources to projects or activities.
Correct Answer: D 🗳️
What is a key benefit of self-healing tools?
(Choose 1)
- A. They allow for better use of IT personnel.
- B. They support a greater number of staff at first level.
- C. They facilitate reduction in the cost of technology.
- D. They provide the basis for self-service requirements.
Correct Answer: A 🗳️
What three steps should be included when calculating Return On Investment?
(Choose 3)
- A. Provide timeframe estimates for future service improvements.
- B. Identify cost savings or productivity benefits.
- C. Report findings.
- D. Identify operational quality improvements.
- E. Provide alternative suggestions for service desk staffing.
Correct Answer: B,C,D 🗳️
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