Exam Name: HDI Service Desk Manager (SDM)
Certification Provider: HDI
Corresponding Certification: HDI World wide Certification
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HDI QQ0-301 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Desk Leadership and Strategy | - Developing service desk strategies - Aligning service desk with business goals |
| Topic 2: Service Desk Operations | - Change and configuration management - Incident and problem management |
| Topic 3: People and Performance Management | - Performance metrics and reporting - Team leadership and communication |
HDI Service Desk Manager (SDM) Sample Questions:
How will a SWOT best assist you in developing your teams performance?
(Choose 1)
- A. A SWOT enables you to identify incentives that are attractive to your team.
- B. A SWOT helps you identify marketing opportunities as it shows the teams strengths.
- C. A SWOT provides an opportunity to hold regular meetings with your team.
- D. A SWOT helps you identify areas for growth for your team.
Correct Answer: D 🗳️
Which tool allows the Service Desk to view key performance indicators in real time?
(Choose 1)
- A. Computer telephony integration.
- B. Incident management systems.
- C. E-mail routing servers.
- D. Call management software.
Correct Answer: A 🗳️
We all admire great leaders. What two leadership characteristics best demonstrate leadership skills?
(Choose 2)
- A. Being an effective and engaging speaker.
- B. The ability to communicate a clear vision and direction.
- C. Helping the team complete even the most mundane tasks.
- D. Planning and following through activities.
- E. Being at work early and finishing late.
Correct Answer: B,D 🗳️
What is the most important factor when developing a workforce schedule?
(Choose 1)
- A. Budget restraints.
- B. Type of support to be provided.
- C. Total workstations available.
- D. Projected call volume.
Correct Answer: D 🗳️
Which definition best describes an IT service catalogue?
(Choose 1)
- A. A service catalogue is a list of all IT systems.
- B. A service catalogue is a detailed list of applications and sub-systems.
- C. A service catalogue is a record of systems and services in the SLA.
- D. A service catalogue is a list of business services provided by IT.
- E. A service catalogue is a customer driven document detailing the contractual obligations of IT.
Correct Answer: D 🗳️
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