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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. What are three purposes of a customer satisfaction survey?
(Choose 3)

A) Identify the quality of customer usage of IT Services.
B) Benchmark customer satisfaction.
C) Find out what customers think of IT services.
D) Find out if the customers are talking to outsourcing companies.
E) Identify new services or products that customers indicate they require.

2. Which manager would be most likely to provide metrics on the number of RFCs submitted as a result of problems?
(Choose 1)

A) The Change manager.
B) The Release manager.
C) The Service Desk manager.
D) The Problem manager.

3. What two actions will help you to establish good relationships with other support teams?
(Choose 2)

A) Ensure your team understands the roles and responsibilities of other teams.
B) Develop plans that allow other teams to be seen as fundamental to successful support activities.
C) Communicate the project, goals and objectives of the Service Desk.
D) Develop strategies that allow the Service Desk to be recognised as the leader in all support requirements.

4. 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 is reliable, considerate and respectful of others.
D) A team player meets individual performance goals.

5. What is the most likely benefit of introducing an organisational change management process?
(Choose 1)

A) A change management process prevents unpopular changes from being made.
B) A change management process improves the organisations performance.
C) A change management process eliminates the damage created by unnecessary changes.
D) A change management process ensures that all changes will be successful.

Solutions: