HDI QQ0-301 Questions & Answers - in .pdf
- Total Q&A: 198
- Update: Aug 17, 2026
- Price: $59.99
- Vendor: HDI
- Exam Code: QQ0-301
- Exam Name: HDI Service Desk Manager (SDM)
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HDI QQ0-301 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|
| Topic 1: Metrics & Continuous Improvement | 10% | - Customer satisfaction & feedback
- KPIs & performance reporting
- Process improvement methodologies
|
| Topic 2: Service Desk Strategy & Alignment | 20% | - Business alignment & objectives
- Governance & compliance
- Service desk vision & mission
|
| Topic 3: Service Delivery & Processes | 25% | - Incident & request management
- Service level management & SLAs
- Knowledge management
- Problem & change management
|
| Topic 4: Operations & Technology | 20% | - Process automation & self-service
- Vendor & contract management
- Tool & technology selection
- Capacity & resource planning
|
| Topic 5: People & Team Management | 25% | - Training & development
- Performance management & coaching
- Staffing & workforce planning
- Motivation & retention
|
HDI Service Desk Manager (SDM) Sample Questions:
1. Which key performance indicator would be expected from Security Management?
(Choose 1)
A) Timely assessments of password incidents.
B) Regular assessment of incidents and problems.
C) Review of security SLAs.
D) Timely completion of risk assessments.
2. What is the best description of off-site outsourcing?
(Choose 1)
A) Off-site outsourcing is the structured downsizing of a Service Desk.
B) Off-site outsourcing is the use of an external supplier to provide required services for your organisation, using their own facilities.
C) Off-site outsourcing is the use of a 3rd party to complement the services your team provide.
D) Off-site outsourcing is a poor substitute for loyal employees.
3. As a manager, how can you best adapt yourself to new and changing demands to maintain and enhance your personal development?
(Choose 1)
A) Stick to your strengths and positive attributes.
B) Take on projects that are outside your comfort zone.
C) Control your own working time and environment.
D) Practice formal time management.
4. What are two key objectives of having a good marketing strategy for the Service Desk?
(Choose 2)
A) A good marketing strategy increases awareness that the Service Desk provides the best point of contact.
B) A good marketing strategy gives the Service Desks analysts more accountability.
C) A good marketing strategy shrinks the Service Desks headcount.
D) A good marketing strategy decreases the total cost of ownership for the Service Desk.
E) A good marketing strategy increases awareness that the Service Desk provides a return on investment.
5. What is an essential requirement for effective workforce scheduling?
(Choose 1)
A) Gaining support for your plans from the Company Accountant.
B) Working out precise details for IT continuity situations.
C) Adjusting expectations as needed.
D) Ensuring that all shifts are staffed equally.
Solutions:
Question # 1
Answer: D | Question # 2
Answer: B | Question # 3
Answer: B | Question # 4
Answer: A,E | Question # 5
Answer: C |
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