Exam Name: HDI Service Desk Manager (SDM)
Certification Provider: HDI
Corresponding Certification: HDI World wide Certification
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Instant Download HDI : QQ0-301
Check Updated on: Oct 18, 2026
No. of Questions: 198 Questions & Answers with Exam Engine
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- Total Questions: 198
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HDI QQ0-301 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Metrics & Continuous Improvement | 10% | - KPIs & performance reporting - Customer satisfaction & feedback - Process improvement methodologies |
| People & Team Management | 25% | - Performance management & coaching - Training & development - Staffing & workforce planning - Motivation & retention |
| Service Delivery & Processes | 25% | - Incident & request management - Problem & change management - Knowledge management - Service level management & SLAs |
| Service Desk Strategy & Alignment | 20% | - Governance & compliance - Service desk vision & mission - Business alignment & objectives |
| Operations & Technology | 20% | - Process automation & self-service - Vendor & contract management - Tool & technology selection - Capacity & resource planning |
Preparing for QQ0-301 Efficiently: Facts and Guidance
- Service Delivery & Processes (25%)
- People & Team Management (25%)
- Operations & Technology (20%)
HDI Service Desk Manager (SDM) Sample Questions:
What is the primary objective of customer satisfaction surveys?
(Choose 1)
- A. Customer satisfaction surveys establish a basis for future pay rises.
- B. Customer satisfaction surveys demonstrate to senior management that the Service Desk is in demand.
- C. Customer satisfaction surveys determine if the Service Desk is following the SLA.
- D. Customer satisfaction surveys identify what customers feel is important.
Correct Answer: D 🗳️
Your team is working hard, and the atmosphere is busy but friendly. What three key actions have you taken to create this situation?
(Choose 3)
- A. Developed a scheme that rewards star performers.
- B. Provided opportunities for development.
- C. Provided daily donuts and fruit juice for all the team.
- D. Offered your team involvement in decisions that affect them.
- E. Offered low basic salaries with high performance related pay possibilities.
- F. Explained the teams goals and objectives.
Correct Answer: B,D,F 🗳️
What is the greatest benefit of implementing an IT change management process?
(Choose 1)
- A. The change management process ensures that all changes will be successful.
- B. The change management process prevents unauthorised changes from being made.
- C. The change management process improves the productivity of customers.
- D. The change management process eliminates the damage created by unnecessary changes.
Correct Answer: B 🗳️
A customer calls from within your office complex. They are having trouble configuring the new order management software on their computer. It is 5:50 p.m., and your support desk closes at 6:00 p.m. What is the best method your analysts should use to resolve this problem?
(Choose 1)
- A. Schedule a callback to resolve the problem in the morning.
- B. Transfer the customer to the software vendor for support.
- C. Dispatch a deskside support analyst to address the incident.
- D. Talk the customer through the steps to resolve the problem.
Correct Answer: D 🗳️
What metric is not expected from Incident Management?
(Choose 1)
- A. SLA performance.
- B. Number of service requests.
- C. Number of RFCs.
- D. Fix and response times.
Correct Answer: C 🗳️
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