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HDI QQ0-301 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: People and Performance Management | - Team leadership and communication - Performance metrics and reporting |
| Topic 2: Service Desk Operations | - Change and configuration management - Incident and problem management |
| Topic 3: Service Desk Leadership and Strategy | - Developing service desk strategies - Aligning service desk with business goals |
HDI Service Desk Manager (SDM) Sample Questions:
What is the best description of release management?
(Choose 1)
- A. Release management is concerned with tracking and resolving incidents related to new products or product upgrades.
- B. Release management is a subset of change management that relates to hardware and software updates, upgrades, or rollouts.
- C. Release management is the capture and reuse of business and technical information.
- D. Release management is a process that tracks all of an organisations property and resources using change management.
Correct Answer: B 🗳️
What is considered a best practice for providing direction and focus under chaotic circumstances?
(Choose 1)
- A. Tell staff absolutely everything you know about the situation.
- B. Empathise with your team members.
- C. Advise staff that big changes are imminent.
- D. Assure staff that they will be alright.
Correct Answer: B 🗳️
Which of the following best describes error control?
(Choose 1)
- A. Managing the error process.
- B. Identifying errors to be addressed by Change Management.
- C. Proactive management of problems.
- D. Identifying underlying causes of incidents.
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 allows you to react quickly to unforeseen situations.
- C. Monitoring incidents keeps track of important customers.
- D. Monitoring incidents keeps problems to a minimum.
Correct Answer: A 🗳️
You have been asked to create a knowledgebase by your IT service director. What three activities should you undertake to enable a satisfactory outcome to this task?
(Choose 3)
- A. Establish review procedures to test the structure of the knowledgebase.
- B. Delegate the task to your team leaders as part of their development programme.
- C. Evaluate information to assure conformity with the required standards.
- D. Request a part-time resource to assist you with the task.
- E. Review all solutions to verify their validity and content.
Correct Answer: A,C,E 🗳️
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