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HDI QQ0-301 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: People & Team Management | 25% | - Motivation & retention - Training & development - Performance management & coaching - Staffing & workforce planning |
| Topic 2: Service Desk Strategy & Alignment | 20% | - Governance & compliance - Business alignment & objectives - Service desk vision & mission |
| Topic 3: Service Delivery & Processes | 25% | - Problem & change management - Incident & request management - Service level management & SLAs - Knowledge management |
| Topic 4: Operations & Technology | 20% | - Tool & technology selection - Capacity & resource planning - Vendor & contract management - Process automation & self-service |
| Topic 5: Metrics & Continuous Improvement | 10% | - KPIs & performance reporting - Process improvement methodologies - Customer satisfaction & feedback |
HDI Service Desk Manager (SDM) Sample Questions:
1. Which statement most accurately describes what must be included in an IT change management process?
(Choose 1)
A) The service level agreement must be modified to include the change.
B) Any cross-cultural communication issues must be rectified.
C) The Service Desk must commit to the change even if it fails.
D) The possible risks of the proposed change must be assessed.
2. What process is used to document and monitor the Service Desks service objectives and goals?
(Choose 1)
A) Risk management.
B) Service level management.
C) Objective management.
D) Performance management.
3. Which of the following best describes error control?
(Choose 1)
A) Identifying underlying causes of incidents.
B) Managing the error process.
C) Identifying errors to be addressed by Change Management.
D) Proactive management of problems.
4. Which two actions will best provide you with the practical means for understanding cultural differences?
(Choose 2)
A) Studying another language. r> D.Self-healing tools remove the emotion from a support request.
B) Reading books on outsourcing in other regions.
C) Visiting other countries.
D) Undertaking research on successful multinational.
E) Watching foreign films.
5. Which two of these are not core activities of IT Service Continuity Management?
(Choose 2)
A) Implementing standby arrangements.
B) Business Impact Assessment.
C) Appointment and training of fire marshals.
D) Updating ongoing operational procedures.
E) Finding the correct offsite backup storage location.
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: B | Question # 3 Answer: C | Question # 4 Answer: C,D | Question # 5 Answer: C,E |
