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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. What is one increasingly common Service Desk technology?
(Choose 1)

A) Network monitoring software.
B) Knowledge management systems.
C) Desktop system failure software.
D) Electronic paging boards.

2. Which of these is a method for monitoring incidents?
(Choose 1)

A) Regularly checking on the incident management knowledgebase.
B) Carrying out regular customer follow-ups and satisfaction surveys.
C) Reviewing the incident log daily by type of incident.
D) Listening to customer/analyst calls.

3. What typical performance feature would you expect from your ACD?
(Choose 1)

A) The ability to route calls to correct customer groups.
B) The ability to tell customers the analyst waiting time.
C) The ability to route calls to a correctly skilled analyst.
D) The ability to eliminate 99% of abandoned call issues.

4. Which three are typical characteristics of successful projects?
(Choose 3)

A) The number of people required for the project is agreed on.
B) All Interested parties are recognized.
C) A plan is developed for all aspects of communication.
D) The project is not discussed openly until project completion.
E) Meetings are scheduled according to availability of staff.

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

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

Solutions: