Exam Name: HDI Service Desk Manager (SDM)
Certification Provider: HDI
Corresponding Certification: HDI World wide Certification
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HDI QQ0-301 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: People and Performance Management | - Team leadership and communication - Performance metrics and reporting |
| Topic 2: Service Desk Leadership and Strategy | - Developing service desk strategies - Aligning service desk with business goals |
| Topic 3: Service Desk Operations | - Change and configuration management - Incident and problem management |
HDI Service Desk Manager (SDM) Sample Questions:
What is considered to be a type of one-way information gathering?
(Choose 1)
- A. Chat room.
- B. Voice mail.
- C. Telephone conversation.
- D. Using open questions.
Correct Answer: B 🗳️
We all admire great leaders. What two leadership characteristics best demonstrate leadership skills?
(Choose 2)
- A. Being an effective and engaging speaker.
- B. Being at work early and finishing late.
- C. Planning and following through activities.
- D. The ability to communicate a clear vision and direction.
- E. Helping the team complete even the most mundane tasks.
Correct Answer: C,D 🗳️
Which key performance indicator would be expected from Security Management?
(Choose 1)
- A. Timely completion of risk assessments.
- B. Review of security SLAs.
- C. Timely assessments of password incidents.
- D. Regular assessment of incidents and problems.
Correct Answer: A 🗳️
What is the best reason for having security policies in a Service Desk?
(Choose 1)
- A. Security policies are required by IT management.
- B. Security policies protect the company and customers from unauthorised access.
- C. Security policies safeguard the Service Desks staff from liability.
- D. Security policies ensure that security is everyones concern.
Correct Answer: B 🗳️
Which metric best reflects the knowledge level of the Service Desks staff?
(Choose 1)
- A. First contact resolution.
- B. Customer satisfaction.
- C. Cost per incident.
- D. Average speed to Answer.
Correct Answer: A 🗳️
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