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HDI QQ0-301 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Desk Operations | - Change and configuration management - Incident and problem management |
| People and Performance Management | - Team leadership and communication - Performance metrics and reporting |
| Service Desk Leadership and Strategy | - Aligning service desk with business goals - Developing service desk strategies |
HDI Service Desk Manager (SDM) Sample Questions:
What is the formula for calculating return on investment?
(Choose 1)
- A. Value / Cost *100
- B. ((Value - Cost) / Cost) * 100
- C. Cost / Value *100
- D. (Cost - Value) / Value *100
Correct Answer: B 🗳️
What is the most likely advantage of off-site outsourcing?
(Choose 1)
- A. Off-site outsourcing reduces capital expenditure and headcount.
- B. Off-site outsourcing increases capital expenditure and reduces headcount.
- C. Off-site outsourcing increases capital expenditure and headcount.
- D. Off-site outsourcing reduces capital expenditure and increases headcount.
Correct Answer: A 🗳️
What is a key requirement for successful project management?
(Choose 1)
- A. A key requirement for successful project management is to define co-operative activities.
- B. A key requirement for successful project management is to define stand-alone activities.
- C. A key requirement for successful project management is to define project objectives.
- D. A key requirement for successful project management is to define your role in the project.
Correct Answer: C 🗳️
Which is a method for assessing team development needs?
(Choose 1)
- A. Benchmarking.
- B. Knowledge management.
- C. Skills gap analysis.
- D. Call monitoring.
Correct Answer: C 🗳️
What is the purpose of a vision statement?
(Choose 1)
- A. To develop a strategy for business enhancements.
- B. To provide a longer term view of what the Service Desk wishes to become.
- C. To inform customers about strategy outcomes and benefits.
- D. To stretch peoples capabilities to the maximum.
Correct Answer: B 🗳️
