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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. One of the weaker members of your team has displayed a small but sustained improvement in performance. What would be the best way to encourage their continued improvement?
(Choose 1)

A) Compliment their improvement during their annual appraisal.
B) Recognise and reward their improvement promptly.
C) Reward them when they have displayed ongoing improvement for at least three months.
D) Ask your team leader to monitor their performance closely.

2. What is the best description of knowledge management?
(Choose 1)

A) Knowledge management provides information to management about each reported incident.
B) Knowledge management is a process by which customers send useful solutions to support staff.
C) Knowledge management is the key component of a service level agreement.
D) Knowledge management is the capture and reuse of business and technical information in an organisation.

3. Which two actions will best provide you with the practical means for understanding cultural differences?
(Choose 2)

A) Reading books on outsourcing in other regions.
B) Visiting other countries.
C) Undertaking research on successful multinational.
D) Watching foreign films.
E) Studying another language. r> D.Self-healing tools remove the emotion from a support request.

4. Which is the best example of one-way information gathering?
(Choose 1)

A) Asking the customer questions on the phone.
B) Conducting a face-to face interview with the customer.
C) Receiving an e-mail from the customer.
D) Requesting that the customer fill out a questionnaire.

5. You have a member of your team who is well liked by customers and staff alike, and you receive many compliments about him. What is the most likely reason for this?
(Choose 1)

A) He is a technical genius.
B) He is an empathic person.
C) He is a sympathetic person.
D) He is a flirt with an attractive smile.

Solutions: