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HDI QQ0-301 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Desk Operations | - Change and configuration management - Incident and problem management |
| Service Desk Leadership and Strategy | - Developing service desk strategies - Aligning service desk with business goals |
| People and Performance Management | - Team leadership and communication - Performance metrics and reporting |
HDI Service Desk Manager (SDM) Sample Questions:
Which two of these are not core activities of IT Service Continuity Management?
(Choose 2)
- A. Finding the correct offsite backup storage location.
- B. Updating ongoing operational procedures.
- C. Appointment and training of fire marshals.
- D. Business Impact Assessment.
- E. Implementing standby arrangements.
Correct Answer: A,C 🗳️
Which is an effective method for monitoring calls?
(Choose 1)
- A. Review escalation records.
- B. Check the incident logs.
- C. Record the call.
- D. Ask for information about calls from other staff.
Correct Answer: C 🗳️
What is a best practice to follow when you are taking actions that will affect other departments or teams?
(Choose 1)
- A. Give serious consideration to what people will think of you if your ideas do not work.
- B. Make a presentation to other teams letting them know what you have done.
- C. Discuss with other managers to identify the possible effects of your actions on others.
- D. Implement your ideas as soon as you have decided on the best course of action.
Correct Answer: C 🗳️
You are arranging a strategy planning meeting with representatives from IT and other areas within the organisation. What two actions must you take to ensure a successful meeting?
(Choose 2)
- A. Provide adequate notice of the meeting to participants.
- B. Produce a list of possible participants.
- C. Work to flexible timings according to individual preferences.
- D. Practice effective time management.
- E. Provide an adequate room with plenty of refreshments.
Correct Answer: A,D 🗳️
What is an objective of a quality assurance programme?
(Choose 1)
- A. To align IT and business resource management.
- B. To agree with the customer about how IT services should be delivered.
- C. To determine the number of Service Desk staff required.
- D. To achieve continuous improvement of the cost effectiveness of IT services.
Correct Answer: D 🗳️
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