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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. What is one of the main benefits of implementing a problem management process?
(Choose 1)

A) A problem management process minimises the impact of changes.
B) A problem management process eliminates the need for a knowledgebase.
C) A problem management process clarifies the required technical expertise for problem elimination.
D) A problem management process increases first contact resolutions.

2. What is the primary objective of customer satisfaction surveys?
(Choose 1)

A) Customer satisfaction surveys establish a basis for future pay rises.
B) Customer satisfaction surveys identify what customers feel is important.
C) Customer satisfaction surveys determine if the Service Desk is following the SLA.
D) Customer satisfaction surveys demonstrate to senior management that the Service Desk is in demand.

3. How would you measure the success of Problem Management?
(Choose 2)

A) Reduced cost per call.
B) A reduced number of changes.
C) A reduced number of incidents at the Service Desk.
D) A reduction in the time taken to resolve known errors.

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

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

5. If a member of your team is unable to converse easily with a customer, due to lack of sufficient fluency in their language, which courses of action would be the best to take?
(Choose 2)

A) Ask the customer to find a translation service and call you back.
B) Ask the customer to e-mail them later.
C) Ask the customer if a colleague at their site can help with the conversation.
D) Ask a colleague on the service desk to take the call instead of you.

Solutions: