HDI Service Desk Manager (SDM): QQ0-301 Exam
"HDI Service Desk Manager (SDM)", also known as QQ0-301 exam, is a HDI Certification. With the complete collection of questions and answers, PrepPDF has assembled to take you through 198 Q&As to your QQ0-301 Exam preparation. In the QQ0-301 exam resources, you will cover every field and category in HDI World wide Certification Certification helping to ready you for your successful HDI Certification.
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- Exam Code: QQ0-301
- Exam Name: HDI Service Desk Manager (SDM)
- Certification Provider: HDI
- Corresponding Certification: HDI World wide Certification
- Updated: Oct 01, 2026
- No. of Questions: 198 Questions & Answers with Testing Engine
- Download Limit: Unlimited
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HDI QQ0-301 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| People & Team Management | 25% | - Performance management & coaching - Training & development - Motivation & retention - Staffing & workforce planning |
| Service Delivery & Processes | 25% | - Service level management & SLAs - Knowledge management - Problem & change management - Incident & request management |
| Service Desk Strategy & Alignment | 20% | - Governance & compliance - Service desk vision & mission - Business alignment & objectives |
| Metrics & Continuous Improvement | 10% | - Customer satisfaction & feedback - Process improvement methodologies - KPIs & performance reporting |
| Operations & Technology | 20% | - Capacity & resource planning - Process automation & self-service - Vendor & contract management - Tool & technology selection |
HDI Service Desk Manager (SDM) Sample Questions:
What is the primary advantage of using remote support?
(Choose 1)
- A. Remote support allows the customer to solve problems without contacting an analyst.
- B. Remote support decreases the number of analysts needed to support customers.
- C. Remote support removes all responsibility for solving problems from the customer.
- D. Remote support reduces the overall cost of support.
Correct Answer: D 🗳️
The success of SLAs can be evaluated by which measure?
(Choose 1)
- A. Increased incidents logged.
- B. Improved quality of the Configuration Management Database (CMDB).
- C. Reduction in Service Desk headcount.
- D. Increase in customer satisfaction.
Correct Answer: D 🗳️
A customer calls from within your office complex. They are having trouble configuring the new order management software on their computer. It is 5:50 p.m., and your support desk closes at 6:00 p.m. What is the best method your analysts should use to resolve this problem?
(Choose 1)
- A. Dispatch a deskside support analyst to address the incident.
- B. Schedule a callback to resolve the problem in the morning.
- C. Talk the customer through the steps to resolve the problem.
- D. Transfer the customer to the software vendor for support.
Correct Answer: C 🗳️
You have been asked to market the Service Desk by producing a newsletter. What information in the newsletter is most likely to improve the Service Desks reputation and visibility?
(Choose 1)
- A. Performance measurements.
- B. A company events calendar.
- C. Customer of the month.
- D. Staff biography.
Correct Answer: A 🗳️
Which of these considerations is the most important for you to take into account when benchmarking?
(Choose 1)
- A. The different corporate cultures.
- B. The number of items in each organisations Configuration Management Database.
- C. The costing methodology used in the benchmark partners SLAs.
- D. The different goals and objectives of each organisation.
Correct Answer: D 🗳️
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