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HDI QQ0-301 exam : HDI Service Desk Manager (SDM)

QQ0-301 Exam Simulator
  • Exam Code: QQ0-301
  • Exam Name: HDI Service Desk Manager (SDM)
  • Updated: Sep 16, 2026
  • Q & A: 198 Questions and Answers
  • HDI QQ0-301 Q&A - in .pdf

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HDI QQ0-301 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Metrics & Continuous Improvement10%- KPIs & performance reporting
- Customer satisfaction & feedback
- Process improvement methodologies
Topic 2: Operations & Technology20%- Vendor & contract management
- Tool & technology selection
- Capacity & resource planning
- Process automation & self-service
Topic 3: People & Team Management25%- Training & development
- Performance management & coaching
- Staffing & workforce planning
- Motivation & retention
Topic 4: Service Delivery & Processes25%- Knowledge management
- Service level management & SLAs
- Incident & request management
- Problem & change management
Topic 5: Service Desk Strategy & Alignment20%- Service desk vision & mission
- Business alignment & objectives
- Governance & compliance

HDI Service Desk Manager (SDM) Sample Questions:

Question #1

What is a best practice for negotiating successfully with customers?
(Choose 1)

  • A. Stay focused on what is needed rather than on how to get there. support request.
  • B. Ensure the customer understands that you will decide on the best course of action.
  • C. Focus on the route you believe resolution should take.
  • D. Give primary consideration to the technical aspect of the solution.
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

Question #2

When recruiting new members for your team, what are two of the actions you should undertake to ensure that your recruitment strategy is effective?
(Choose 2)

  • A. Perform a gap analysis of your team.
  • B. Ensure the age and gender balance is equal.
  • C. Offer a low starting salary but describe a possible career path.
  • D. Make sure job descriptions are accurate.
  • E. Recruit staff who are younger than you.
Reveal Solution  Discussion  0

Correct Answer: A,D  🗳️

Question #3

What is the main purpose of Configuration Management?
(Choose 1)

  • A. To support Incident management with accurate configuration information.
  • B. To manage assets and control costs in the IT infrastructure.
  • C. To manage risk by documenting the infrastructure and all equipment.
  • D. To provide a model of the IT infrastructure.
Reveal Solution  Discussion  0

Correct Answer: D  🗳️

Question #4

What are three critical success factors for Incident management?
(Choose 3)

  • A. Consistency in service quality.
  • B. All incident logs contain greater detail.
  • C. The cost of the new call management system is proven.
  • D. Processes are adhered to.
  • E. Service level requirements are known and understood.
Reveal Solution  Discussion  0

Correct Answer: A,D,E  🗳️

Question #5

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

  • A. Knowledge management is the key component of a service level agreement.
  • B. Knowledge management provides information to management about each reported incident.
  • C. Knowledge management is a process by which customers send useful solutions to support staff.
  • D. Knowledge management is the capture and reuse of business and technical information in an organisation.
Reveal Solution  Discussion  0

Correct Answer: D  🗳️

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