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HDI QQ0-301 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Service Desk Strategy & Alignment | 20% | - Business alignment & objectives - Governance & compliance - Service desk vision & mission |
| Service Delivery & Processes | 25% | - Knowledge management - Service level management & SLAs - Problem & change management - Incident & request management |
| People & Team Management | 25% | - Performance management & coaching - Training & development - Motivation & retention - Staffing & workforce planning |
| Operations & Technology | 20% | - Vendor & contract management - Process automation & self-service - Capacity & resource planning - Tool & technology selection |
| Metrics & Continuous Improvement | 10% | - Process improvement methodologies - KPIs & performance reporting - Customer satisfaction & feedback |
HDI Service Desk Manager (SDM) Sample Questions:
Which process within the Service Desk focuses on capturing, structuring, and sharing information?
(Choose 1)
- A. Problem management.
- B. Change management.
- C. Knowledge management.
- D. Incident management.
Correct Answer: C 🗳️
What is the most accurate description of staffing?
(Choose 1)
- A. Ensuring that adequate staff are available to provide IT services as defined in the SLA.
- B. Ensuring that unplanned absences are allowed for in the rota.
- C. Ensuring that you staff according to the objectives of ITSM.
- D. Ensuring that shifts all have the same number of staff.
Correct Answer: A 🗳️
Is it correct to say that in reality the Configuration Management Database must be accurate and up to date?
(Choose 1)
- A. Always, where possible.
- B. Sometimes.
- C. Only if the CIs are comprehensive.
- D. Always, without exception.
Correct Answer: A 🗳️
What are three advantages of using self-service tools in a Service Desk?
(Choose 3)
- A. Self-service tools allow for cost-effective service provision.
- B. Self-service tools allow the Service Desk to reduce its headcount.
- C. Self-service tools allow the Service Desk to be open for fewer hours.
- D. Self-service tools allow customers greater independence.
- E. Self-service tools allow customers to access support at any time.
Correct Answer: A,D,E 🗳️
Which one is a critical success factor for IT Service Continuity Management?
(Choose 1)
- A. The whole IT organisation is aware of the business and service continuity plan.
- B. SLA measures are never impacted.
- C. The CIO has up to date information all the time.
- D. IT risk is spread over two or more sites.
Correct Answer: A 🗳️
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