HDI HDI World wide Certification QQ0-301

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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

Question #1
What aspect of SLM should you bear in mind in an outsourcing situation?
(Choose 1)

A. SLAs in an outsourcing situation require less detail.
B. SLAs in an outsourcing situation require greater detail.
C. SLAs in an outsourcing situation should include guaranteed use of named individuals.
D. SLAs in an outsourcing situation should include guaranteed fix times.

Question #2
What are two quality assurance methods for monitoring analyst productivity?
(Choose 2)

A. Random call monitoring.
B. Regular KPI monitoring.
C. System network monitoring.
D. Interactive voice response monitoring.
E. Video monitoring.

Question #3
What is a key principle of negotiation with customers?
(Choose 1)

A. Focus on the individual rather than on the resolution.
B. Determine the customers underlying business need.
C. Stick to the facts and ignore the customers emotions.
D. Seek a solution that aligns with Support Centre policies and processes.

Question #4
What is a key requirement for successful project management?
(Choose 1)

A. A key requirement for successful project management is to define your role in the project.
B. A key requirement for successful project management is to define co-operative 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 stand-alone activities.

Question #5
You have worked hard to develop good working relationships with your team members. What are the two best actions you can take to maintain this situation?
(Choose 2)

A. Identify other skills they have and find ways in which they can use them.
B. Delegate key decision-making to create a learning curve for potential supervisors.
C. Develop a skills matrix and training plan.
D. Develop a plan that enables them to move out of the team and into other support teams.

Solutions: