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 |
|---|---|
| Service Desk Leadership and Strategy | - Developing service desk strategies - Aligning service desk with business goals |
| People and Performance Management | - Performance metrics and reporting - Team leadership and communication |
| Service Desk Operations | - Change and configuration management - Incident and problem management |
HDI Service Desk Manager (SDM) Sample Questions:
Which of these models could you best use in an IT support environment?
(Choose 1)
- A. Business support desk.
- B. Distributed contact centre.
- C. Virtual distributed Service Desk.
- D. Virtual support desk.
Correct Answer: D 🗳️
What is one of the main benefits of incident monitoring?
(Choose 1)
- A. It provides excellent examples of unique call handling techniques.
- B. It ensures consistent first level responses.
- C. It allows regular assessment of incident types.
- D. It identifies areas where analyst skills can be improved.
Correct Answer: D 🗳️
If a member of your team is unable to converse easily with a customer, due to lack of sufficient fluency in their language, which courses of action would be the best to take?
(Choose 2)
- A. Ask the customer if a colleague at their site can help with the conversation.
- B. Ask the customer to find a translation service and call you back.
- C. Ask the customer to e-mail them later.
- D. Ask a colleague on the service desk to take the call instead of you.
Correct Answer: A,D 🗳️
Identify one of the primary tasks in organising your resources.
(Choose 1)
- A. Align resources to projects or activities.
- B. Draw up a monthly rota of shift patterns.
- C. Get senior management approval for the resource plan.
- D. Organise frequent motivational sessions with your team.
Correct Answer: A 🗳️
What is the best criterion to use when deciding the type of support to provide to a customer?
(Choose 1)
- A. The incidents impact on the business.
- B. The support resources available.
- C. Key performance indicators.
- D. The customers authority level.
Correct Answer: A 🗳️
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