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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. Why would you carry out an annual customer satisfaction survey?
(Choose 1)

A) To establish customer perception of the Service Desk over the period.
B) To show the percentage of customers using the latest system releases.
C) In order to boost the Service Desks image and morale.
D) To identify customers who need better IT education.

2. Which key performance indicator would be expected from Security Management?
(Choose 1)

A) Timely completion of risk assessments.
B) Timely assessments of password incidents.
C) Regular assessment of incidents and problems.
D) Review of security SLAs.

3. What is the best description of a code of conduct?
(Choose 1)

A) A code of conduct explains what is expected of employees.
B) A code of conduct provides details of how to instigate a libel action.
C) A code of conduct serves as a foundation for business practices.
D) A code of conduct defines the parameters for standard operating procedures.

4. What are two quality assurance methods for monitoring analyst productivity?
(Choose 2)

A) Regular KPI monitoring.
B) Video monitoring.
C) Interactive voice response monitoring.
D) Random call monitoring.
E) System network monitoring.

5. Which three are required activities for a service desk manager when undertaking the financial management of the Service Desk?
(Choose 3)

A) Budgeting calculations.
B) Unit costs calculations and analysis.
C) Return on investment calculations.
D) Staffing policies and procedures.
E) Stocks and Bonds calculations.

Solutions: