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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. What is the most important benefit of benchmarking?
(Choose 1)

A) Benchmarking identifies ways of reducing headcount.
B) Benchmarking justifies requesting additional money for the budget.
C) Benchmarking removes the risk of outsourcing.
D) Benchmarking provides the basis for improvement initiatives.

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

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

3. Which two are key characteristics of an effective manager?
(Choose 2)

A) Understands business direction.
B) Continually champions the business goals and culture.
C) Develops effective procedures and implements them.
D) Demands extra effort to meet deadlines.

4. What is the key benefit of telephone support?
(Choose 1)

A) It provides an effective barrier against emotions.
B) It is faster than self-service.
C) It minimises the need for desk side support.
D) It tells you about the customers emotional state.

5. What is the best description of the mission statement for a Service Desk?
(Choose 1)

A) The Service Desks mission statement describes the purpose of the desk, the services provided and the manner of their delivery.
B) The Service Desks mission statement informs customers of strategies for improvement.
C) The Service Desks mission statement explains how service levels will be met.
D) The Service Desks mission statement documents future services to be provided.

Solutions: