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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. What is a negative effect of stress?
(Choose 1)

A) People take regular breaks.
B) People work longer and are overworked.
C) People are often ill.
D) People leave to work in other teams.

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

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

3. What is a primary objective for using self-service tools in a Service Desk?
(Choose 1)

A) Self-service tools encourage more customers to call for support.
B) Self-service tools provide consistent responses to repetitive requests.
C) Self-service tools keep customers dependent on the Service Desk.
D) Self-service tools improve the rapport between customers and analysts.

4. What is a key principle of negotiation with customers?
(Choose 1)

A) Stick to the facts and ignore the customers emotions.
B) Seek a solution that aligns with Support Centre policies and processes.
C) Determine the customers underlying business need.
D) Focus on the individual rather than on the resolution.

5. What is a typical feature of an IT Service Management system or tool?
(Choose 1)

A) Is able to analyse and smooth resource peaks and troughs.
B) Ability to record, track and manage incidents, problems and changes.
C) Helps customers fix problems more quickly.
D) Forms the core process element for incident management.

Solutions: