HDI Service Desk Manager (SDM) : QQ0-301

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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

Question #1
Which of these models could you best use in an IT support environment?
(Choose 1)

A. Virtual support desk.
B. Distributed contact centre.
C. Business support desk.
D. Virtual distributed Service Desk.

Question #2
What delivery methods could you use to dynamically speed up first contact resolution and fix time?
(Choose 1)

A. Remote support tools.
B. IVR and CTI.
C. Customer satisfaction surveys.
D. SLA measurement tools.

Question #3
Which statement best describes a service level agreement?
(Choose 1)

A. The SLA is a document that sets expectations for customers and the Service Desk.
B. The SLA is an agreement with other internal support groups.
C. The SLA is a document created by Service Desk management.
D. The SLA is an agreement to manage changes to services that may be required.

Question #4
You are planning a marketing campaign to raise customer awareness of the Service Desk and the benefits it brings to the business. What three activities would be most effective in doing this?
(Choose 3)

A. Offer customers the opportunity to experience life on the Service Desk.
B. Offer a programme of lunch and learn sessions.
C. Give all customers a stress ball with Service Desk contact details printed on it.
D. Organise a road show.
E. Schedule your staff to floor walk at regular intervals.

Question #5
What is a key benefit of self-healing tools?
(Choose 1)

A. They facilitate reduction in the cost of technology.
B. They support a greater number of staff at first level.
C. They allow for better use of IT personnel.
D. They provide the basis for self-service requirements.

Solutions: