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HDI QQ0-301 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Metrics & Continuous Improvement | 10% | - Process improvement methodologies - KPIs & performance reporting - Customer satisfaction & feedback |
| Service Desk Strategy & Alignment | 20% | - Governance & compliance - Service desk vision & mission - Business alignment & objectives |
| People & Team Management | 25% | - Training & development - Performance management & coaching - Staffing & workforce planning - Motivation & retention |
| Operations & Technology | 20% | - Vendor & contract management - Capacity & resource planning - Tool & technology selection - Process automation & self-service |
| Service Delivery & Processes | 25% | - Problem & change management - Service level management & SLAs - Incident & request management - Knowledge management |
HDI Service Desk Manager (SDM) Sample Questions:
What is the most important benefit of benchmarking?
(Choose 1)
- A. Benchmarking identifies ways of reducing headcount.
- B. Benchmarking justifies requesting additional money for the budget.
- C. Benchmarking removes the risk of outsourcing.
- D. Benchmarking provides the basis for improvement initiatives.
What is the most important factor when developing a workforce schedule?
(Choose 1)
- A. Total workstations available.
- B. Type of support to be provided.
- C. Budget restraints.
- D. Projected call volume.
What two actions will help you to establish good relationships with other support teams?
(Choose 2)
- A. Develop strategies that allow the Service Desk to be recognised as the leader in all support requirements.
- B. Communicate the project, goals and objectives of the Service Desk.
- C. Ensure your team understands the roles and responsibilities of other teams.
- D. Develop plans that allow other teams to be seen as fundamental to successful support activities.
One of your team members has just returned to the desk after another period of being off work due to illness. They appear irritable and untalkative. What do you think is the most likely reason for this?
(Choose 1)
- A. The Service Desk is on the 3rd Floor and there is no lift.
- B. They have found a new member of the team sitting at their desk.
- C. They are experiencing personal problems at home.
- D. They cycle to work through heavy traffic.
What is the formula for calculating return on investment?
(Choose 1)
- A. ((Value - Cost) / Cost) * 100
- B. (Cost - Value) / Value *100
- C. Cost / Value *100
- D. Value / Cost *100
