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 | Weight | Objectives |
|---|---|---|
| Topic 1: Service Desk Strategy & Alignment | 20% | - Governance & compliance - Business alignment & objectives - Service desk vision & mission |
| Topic 2: Metrics & Continuous Improvement | 10% | - Process improvement methodologies - KPIs & performance reporting - Customer satisfaction & feedback |
| Topic 3: Service Delivery & Processes | 25% | - Knowledge management - Problem & change management - Incident & request management - Service level management & SLAs |
| Topic 4: Operations & Technology | 20% | - Tool & technology selection - Vendor & contract management - Capacity & resource planning - Process automation & self-service |
| Topic 5: People & Team Management | 25% | - Staffing & workforce planning - Training & development - Motivation & retention - Performance management & coaching |
HDI Service Desk Manager (SDM) Sample Questions:
What are three purposes of a customer satisfaction survey?
(Choose 3)
- A. Identify the quality of customer usage of IT Services.
- B. Find out if the customers are talking to outsourcing companies.
- C. Identify new services or products that customers indicate they require.
- D. Benchmark customer satisfaction.
- E. Find out what customers think of IT services.
Correct Answer: C,D,E 🗳️
What are two reasonable expectations of customers when contacting the Service Desk?
(Choose 2)
- A. Customers should expect service desk staff to be expert in all technology areas.
- B. Customers should expect their status in the organisation to be recognized.
- C. Customers should expect the service desk to provide value for the money spent on it.
- D. Customers should expect all incidents to be fixed at first point of contact.
- E. Customers should expect a consistent response to their requirements.
Correct Answer: C,E 🗳️
What is the best description of the activities of the incident management process?
(Choose 1)
- A. Incident management ensures affected customers are using only approved workarounds.
- B. Incident management performs root cause analysis on each incident or request.
- C. Incident management records, documents and categorises all incidents or requests.
- D. Incident management identifies the departments responsible for generating the most incidents.
Correct Answer: C 🗳️
Which metric best reflects the knowledge level of the Service Desks staff?
(Choose 1)
- A. Cost per incident.
- B. Average speed to Answer.
- C. First contact resolution.
- D. Customer satisfaction.
Correct Answer: C 🗳️
What are three activities to take when developing the IT Service Continuity management process?
(Choose 3)
- A. Perform risk analysis.
- B. Implement stand-by procedures.
- C. Undertake a business impact assessment.
- D. Determine the strategy.
Correct Answer: A,C,D 🗳️
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