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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. What is the best description of organisational change management?
(Choose 1)

A) Organisational change management is a standard that guides development activities.
B) Organisational change management is a strategic, integrated management system for achieving customer satisfaction.
C) Organisational change management is the process designed to analyse activities to reduce or eliminate certain activities or costs.
D) Organisational change management is a process designed to carry out changes to the organisations structure in a co-ordinated and project-based manner.

2. What are three advantages of using self-service tools in a Service Desk?
(Choose 3)

A) Self-service tools allow the Service Desk to be open for fewer hours.
B) Self-service tools allow for cost-effective service provision.
C) Self-service tools allow customers greater independence.
D) Self-service tools allow customers to access support at any time.
E) Self-service tools allow the Service Desk to reduce its headcount.

3. What is the primary advantage of using remote support?
(Choose 1)

A) Remote support reduces the overall cost of support.
B) Remote support removes all responsibility for solving problems from the customer.
C) Remote support allows the customer to solve problems without contacting an analyst.
D) Remote support decreases the number of analysts needed to support customers.

4. You have just downsized your staff by 20 percent. Many members of staff have seen their friends laid-off. Frustration levels are high and support from the remaining staff is in question. What is the best action you can take to provide a positive outlook to your staff?
(Choose 1)

A) Give everyone the day off.
B) Concentrate on the goals of the organisation.
C) Hold a roundtable discussion to allow the staff to vent.
D) Network with your peers to discuss the situation.

5. Which metric best reflects the knowledge level of the Service Desks staff?
(Choose 1)

A) Customer satisfaction.
B) Cost per incident.
C) First contact resolution.
D) Average speed to Answer.

Solutions: