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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 13, 2026
- Q & A: 198 Questions and Answers
About HDI QQ0-301 Exam
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HDI QQ0-301 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Operations & Technology | 20% | - Vendor & contract management - Process automation & self-service - Tool & technology selection - Capacity & resource planning |
| Topic 2: People & Team Management | 25% | - Training & development - Motivation & retention - Performance management & coaching - Staffing & workforce planning |
| Topic 3: Service Delivery & Processes | 25% | - Incident & request management - Problem & change management - Service level management & SLAs - Knowledge management |
| Topic 4: Service Desk Strategy & Alignment | 20% | - Business alignment & objectives - Governance & compliance - Service desk vision & mission |
| Topic 5: Metrics & Continuous Improvement | 10% | - Customer satisfaction & feedback - Process improvement methodologies - KPIs & performance reporting |
HDI Service Desk Manager (SDM) Sample Questions:
Question #1
Which of these are important benefits of having an effective team?
(Choose 2)
- A. Improved staff and customer relations.
- B. A willingness to collaborate with and assist other team members.
- C. Exemplary time management.
- D. Improved task scheduling.
- E. Improved acceptance of your team by other departments.
Correct Answer: A,B 🗳️
Question #2
Why is a code of conduct important in a successful support environment?
(Choose 1)
- A. A code of conduct ensures compliance from all employees.
- B. A code of conduct documents exceptions to the rules.
- C. A code of conduct ensures the expected behaviour of other staff towards Service Desk personnel.
- D. A code of conduct describes what behaviour is deemed to be ethical.
- E. A code of conduct provides clarity of penalties for all complaints.
Correct Answer: D 🗳️
Question #3
Which statement most accurately describes what must be included in an IT change management process?
(Choose 1)
- A. The possible risks of the proposed change must be assessed.
- B. The service level agreement must be modified to include the change.
- C. The Service Desk must commit to the change even if it fails.
- D. Any cross-cultural communication issues must be rectified.
Correct Answer: A 🗳️
Question #4
What are three purposes of a customer satisfaction survey?
(Choose 3)
- A. Identify the quality of customer usage of IT Services.
- B. Find out if the customers are talking to outsourcing companies.
- C. Benchmark customer satisfaction.
- D. Identify new services or products that customers indicate they require.
- E. Find out what customers think of IT services.
Correct Answer: C,D,E 🗳️
Question #5
What is the best description of off-site outsourcing?
(Choose 1)
- A. Off-site outsourcing is the use of a 3rd party to complement the services your team provide.
- 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 a poor substitute for loyal employees.
- D. Off-site outsourcing is the structured downsizing of a Service Desk.
Correct Answer: B 🗳️
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