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HDI QQ0-301 : HDI Service Desk Manager (SDM)
- Exam Code: QQ0-301
- Exam Name: HDI Service Desk Manager (SDM)
- Updated: Oct 29, 2026 Q & A: 198 Questions and Answers
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HDI QQ0-301 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Performance Measurement and Reporting | - Reporting frameworks and dashboards - KPIs and metrics for service desk performance |
| Technology and Tools | - Knowledge management systems - ITSM tools and service desk platforms |
| People Management | - Employee engagement and retention strategies - Staffing, recruitment, and onboarding - Training, coaching, and performance management |
| Service Desk Strategy and Leadership | - Leadership principles and governance structures - Service desk mission, vision, and alignment with IT/business goals |
| Service Delivery Processes | - SLA design and service quality management - Incident and request management workflows - Escalation and problem management coordination |
| Customer Experience and Continuous Improvement | - Customer satisfaction and feedback handling - Continuous service improvement practices |
HDI Service Desk Manager (SDM) Sample Questions:
Question #1
Which statement best describes two basic components of problem management?
(Choose 1)
- A. Error control and problem control.
- B. Knowledge control and time control.
- C. Document control and service control.
- D. Change control and incident control.
Correct Answer: A 🗳️
Question #2
How would you measure the success of Problem Management?
(Choose 2)
- A. A reduction in the time taken to resolve known errors.
- B. A reduced number of changes.
- C. Reduced cost per call.
- D. A reduced number of incidents at the Service Desk.
Correct Answer: A,D 🗳️
Question #3
What is the most important reason for documenting processes and procedures?
(Choose 1)
- A. Documenting processes and procedures allows analysts to display their creative sides.
- B. Documenting processes and procedures encourages adherence to policies and procedures.
- C. Documenting processes and procedures provides information for subject matter experts.
- D. Documenting processes and procedures is a requirement for incident management.
Correct Answer: B 🗳️
Question #4
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 senior executives and where they live.
- D. Identify critical applications and their business continuity requirements.
Correct Answer: D 🗳️
Question #5
What is the best description of benchmarking in a Service Desk?
(Choose 1)
- A. Benchmarking is a comparative study of the Service Desks performance against comparable organisations.
- B. Benchmarking is determining whether the knowledge base is complete and filling in any gaps.
- C. Benchmarking is a marketing tool that increases the Service Desks visibility to its customers.
- D. Benchmarking is allowing your support staff to determine the method it will use to provide service.
Correct Answer: A 🗳️
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