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HDI QQ0-301 : HDI Service Desk Manager (SDM)
- Exam Code: QQ0-301
- Exam Name: HDI Service Desk Manager (SDM)
- Updated: Sep 17, 2026 Q&As: 198 Questions and Answers
About HDI QQ0-301 Exam
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HDI QQ0-301 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: People and Performance Management | - Performance metrics and reporting - Team leadership and communication |
| Topic 2: Service Desk Operations | - Change and configuration management - Incident and problem management |
| Topic 3: Service Desk Leadership and Strategy | - Aligning service desk with business goals - Developing service desk strategies |
HDI Service Desk Manager (SDM) Sample Questions:
Question #1
What is one increasingly common Service Desk technology?
(Choose 1)
- A. Electronic paging boards.
- B. Knowledge management systems.
- C. Desktop system failure software.
- D. Network monitoring software.
Correct Answer: B 🗳️
Question #2
Which of these is a method for monitoring incidents?
(Choose 1)
- A. Carrying out regular customer follow-ups and satisfaction surveys.
- B. Listening to customer/analyst calls.
- C. Reviewing the incident log daily by type of incident.
- D. Regularly checking on the incident management knowledgebase.
Correct Answer: A 🗳️
Question #3
What is the key benefit of telephone support?
(Choose 1)
- A. It provides an effective barrier against emotions.
- B. It minimises the need for desk side support.
- C. It tells you about the customers emotional state.
- D. It is faster than self-service.
Correct Answer: C 🗳️
Question #4
Which measure would not be attributable to Incident Management?
(Choose 1)
- A. First contact resolution on the Service Desk.
- B. Error control.
- C. SLA performance.
- D. Cost per incident.
Correct Answer: B 🗳️
Question #5
What is the best explanation of strategic planning?
(Choose 1)
- A. The detailed plan for achieving the objectives set by the strategic plan.
- B. Development of corporate strategies for promotion of services.
- C. Medium-term projects that are necessary to enable realisation of the long term projects.
- D. A long-term vision of what an organisation needs to achieve in order to meet its objectives.
Correct Answer: D 🗳️
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