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HDI QQ0-301 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Desk Leadership and Strategy | - Aligning service desk with business goals - Developing service desk strategies |
| Topic 2: People and Performance Management | - Performance metrics and reporting - Team leadership and communication |
| Topic 3: Service Desk Operations | - Change and configuration management - Incident and problem management |
HDI Service Desk Manager (SDM) Sample Questions:
What is the best description of organisational change management?
(Choose 1)
- A. Organisational change management is a standard that guides development activities.
- B. Organisational change management is the process designed to analyse activities to reduce or eliminate certain activities or costs.
- C. Organisational change management is a strategic, integrated management system for achieving customer satisfaction.
- D. Organisational change management is a process designed to carry out changes to the organisations structure in a co-ordinated and project-based manner.
Correct Answer: D 🗳️
What is the best description of scheduling?
(Choose 1)
- A. Determining the most effective assignment of staff to meet SLA requirements.
- B. Determining the number of staff.
- C. Determining the tasks undertaken by your staff.
- D. Determining shift preferences of your staff.
Correct Answer: A 🗳️
Which metric best reflects the knowledge level of the Service Desks staff?
(Choose 1)
- A. Average speed to Answer.
- B. Customer satisfaction.
- C. First contact resolution.
- D. Cost per incident.
Correct Answer: C 🗳️
What is considered a best practice for providing direction and focus under chaotic circumstances?
(Choose 1)
- A. Advise staff that big changes are imminent.
- B. Empathise with your team members.
- C. Assure staff that they will be alright.
- D. Tell staff absolutely everything you know about the situation.
Correct Answer: B 🗳️
Part of your induction programme for a new starter includes assignment of a buddy for the duration of their induction. What are two of the most important reasons for doing this?
(Choose 2)
- A. To be assigned as a buddy is part of your teams KPIs.
- B. It creates a sense of security for the new team member.
- C. They have less need to refer to the standard operating procedures.
- D. It speeds up the process of getting them to a level of acceptable competency.
Correct Answer: B,D 🗳️
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