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HDI QQ0-301 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: People & Team Management | 25% | - Training & development - Performance management & coaching - Staffing & workforce planning - Motivation & retention |
| Topic 2: Service Delivery & Processes | 25% | - Knowledge management - Service level management & SLAs - Incident & request management - Problem & change management |
| Topic 3: Metrics & Continuous Improvement | 10% | - Process improvement methodologies - KPIs & performance reporting - Customer satisfaction & feedback |
| Topic 4: Service Desk Strategy & Alignment | 20% | - Business alignment & objectives - Service desk vision & mission - Governance & compliance |
| Topic 5: Operations & Technology | 20% | - Vendor & contract management - Process automation & self-service - Tool & technology selection - Capacity & resource planning |
HDI Service Desk Manager (SDM) Sample Questions:
What aspect of SLM should you bear in mind in an outsourcing situation?
(Choose 1)
- A. SLAs in an outsourcing situation should include guaranteed fix times.
- B. SLAs in an outsourcing situation should include guaranteed use of named individuals.
- C. SLAs in an outsourcing situation require less detail.
- D. SLAs in an outsourcing situation require greater detail.
Correct Answer: D 🗳️
Which definition best describes an IT service catalogue?
(Choose 1)
- A. A service catalogue is a list of business services provided by IT.
- B. A service catalogue is a record of systems and services in the SLA.
- C. A service catalogue is a detailed list of applications and sub-systems.
- D. A service catalogue is a customer driven document detailing the contractual obligations of IT.
- E. A service catalogue is a list of all IT systems.
Correct Answer: A 🗳️
What are the two best descriptions of a team player?
(Choose 2)
- A. A team player is a person that can be relied upon.
- B. A team player has a high customer satisfaction rating.
- C. A team player meets individual performance goals.
- D. A team player is reliable, considerate and respectful of others.
Correct Answer: A,D 🗳️
Identify one of the primary tasks in organising your resources.
(Choose 1)
- A. Get senior management approval for the resource plan.
- B. Align resources to projects or activities.
- C. Draw up a monthly rota of shift patterns.
- D. Organise frequent motivational sessions with your team.
Correct Answer: B 🗳️
What is the best way that you, as a Service Manager, can anticipate problems, develop contingency plans and sustain progress?
(Choose 1)
- A. Undertake a gap analysis.
- B. Visualise your next management position.
- C. Undertake a risk analysis for each phase of an initiative.
- D. Delegate responsibility for each phase of an initiative.
Correct Answer: C 🗳️
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