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Instant Download HDI : QQ0-301 Questions & Answers as PDF & Test Engine
- Exam Code: QQ0-301
- Exam Name: HDI Service Desk Manager (SDM)
- Updated: Sep 15, 2026
- No. of Questions: 198 Questions and Answers
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HDI QQ0-301 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Technology and Tools | - Knowledge management systems - ITSM tools and service desk platforms |
| Performance Measurement and Reporting | - Reporting frameworks and dashboards - KPIs and metrics for service desk performance |
| Service Delivery Processes | - Escalation and problem management coordination - Incident and request management workflows - SLA design and service quality management |
| Customer Experience and Continuous Improvement | - Customer satisfaction and feedback handling - Continuous service improvement practices |
| Service Desk Strategy and Leadership | - Leadership principles and governance structures - Service desk mission, vision, and alignment with IT/business goals |
| People Management | - Staffing, recruitment, and onboarding - Employee engagement and retention strategies - Training, coaching, and performance management |
HDI Service Desk Manager (SDM) Sample Questions:
What are three key indicators that show that one of your team might be undergoing stress in their life?
(Choose 3)
- A. They seem to get into a lot of arguments and are always very cynical.
- B. They have a lot of folders open on their desk and always appear to have too much work to do.
- C. They are supporting a new application that they dont like and are reluctant to talk to the development team about it.
- D. They are often late for work and get irritable when it is mentioned.
Correct Answer: A,B,D 🗳️
Which is considered to be a business best practice quality model?
(Choose 1)
- A. CMM.
- B. Six Sigma.
- C. COBIT.
- D. HDI certification.
Correct Answer: B 🗳️
Which factor must be identified for successful service continuity planning?
(Choose 1)
- A. Identify offices that are located near airports or city centres.
- B. Identify which seasonal factors affect the electrical power supply systems.
- C. Identify critical applications and their business continuity requirements.
- D. Identify senior executives and where they live.
Correct Answer: C 🗳️
If you are looking to motivate your Service Desk staff, which of these statements most closely matches how you would want them to perceive you?
(Choose 1)
- A. As an exceptional, innovative and demanding leader.
- B. As an outstanding motivational speaker.
- C. As being excellent in inspiring people to achieve a new vision.
- D. As an approachable, nice and understanding person.
Correct Answer: C 🗳️
Which is a key first step in preparing to coach a member of your team?
(Choose 1)
- A. Identify a quiet environment to carry out the coaching.
- B. Research the individuals career history.
- C. Ask other team members to highlight the individuals weaknesses.
- D. Assess their abilities, competencies and commitment level.
Correct Answer: D 🗳️
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