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HDI QQ0-301 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Metrics & Continuous Improvement | 10% | - Customer satisfaction & feedback - Process improvement methodologies - KPIs & performance reporting |
| Topic 2: Service Delivery & Processes | 25% | - Problem & change management - Knowledge management - Incident & request management - Service level management & SLAs |
| Topic 3: Operations & Technology | 20% | - Capacity & resource planning - Process automation & self-service - Tool & technology selection - Vendor & contract management |
| Topic 4: Service Desk Strategy & Alignment | 20% | - Governance & compliance - Business alignment & objectives - Service desk vision & mission |
| Topic 5: People & Team Management | 25% | - Motivation & retention - Training & development - Staffing & workforce planning - Performance management & coaching |
HDI Service Desk Manager (SDM) Sample Questions:
What is the primary benefit of implementing a release management process?
(Choose 1)
- A. A release management process eradicates single points of failure.
- B. A release management process enables resources to be utilised more effectively.
- C. A release management process ensures that the products will be well received by everyone.
- D. A release management process allows managers to maintain control over products.
Correct Answer: B 🗳️
What are three key indicators that show that one of your team might be undergoing stress in their life?
(Choose 3)
- A. They are supporting a new application that they dont like and are reluctant to talk to the development team about it.
- B. They are often late for work and get irritable when it is mentioned.
- C. They have a lot of folders open on their desk and always appear to have too much work to do.
- D. They seem to get into a lot of arguments and are always very cynical.
Correct Answer: B,C,D 🗳️
Which of the following best demonstrates the success of Service Level Management?
(Choose 1)
- A. Detailed OLAs are agreed and in place.
- B. Management buy-in is obtained.
- C. Incident management is in place.
- D. Internal charging is introduced.
Correct Answer: B 🗳️
Which of these are important benefits of having an effective team?
(Choose 2)
- A. A willingness to collaborate with and assist other team members.
- B. Improved task scheduling.
- C. Exemplary time management.
- D. Improved acceptance of your team by other departments.
- E. Improved staff and customer relations.
Correct Answer: A,E 🗳️
What is the main purpose of Configuration Management?
(Choose 1)
- A. To manage risk by documenting the infrastructure and all equipment.
- B. To support Incident management with accurate configuration information.
- C. To manage assets and control costs in the IT infrastructure.
- D. To provide a model of the IT infrastructure.
Correct Answer: D 🗳️
