HDI QQ0-301 : HDI Service Desk Manager (SDM)

QQ0-301 real exams

Exam Code: QQ0-301

Exam Name: HDI Service Desk Manager (SDM)

Updated: Sep 14, 2026

Q & A: 198 Questions and Answers

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HDI QQ0-301 Exam Syllabus Topics:

SectionObjectives
Service Desk Strategy and Leadership- Service desk mission, vision, and alignment with IT/business goals
- Leadership principles and governance structures
Technology and Tools- Knowledge management systems
- ITSM tools and service desk platforms
Service Delivery Processes- SLA design and service quality management
- Escalation and problem management coordination
- Incident and request management workflows
Customer Experience and Continuous Improvement- Customer satisfaction and feedback handling
- Continuous service improvement practices
Performance Measurement and Reporting- Reporting frameworks and dashboards
- KPIs and metrics for service desk performance
People Management- Training, coaching, and performance management
- Staffing, recruitment, and onboarding
- Employee engagement and retention strategies

HDI Service Desk Manager (SDM) Sample Questions:

Question #1

What is the best description of the Service Desks role in the Incident Management process?
(Choose 1)

  • A. The Service Desk determines the root cause of all incidents.
  • B. The Service Desk monitors all incidents until they are closed.
  • C. The Service Desk passes all incidents to the problem management team.
  • D. The Service Desk documents all important customer requests for service.
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

Question #2

What is the best description of rightsourcing?
(Choose 1)

  • A. Rightsourcing determines the source of customer queries and matches them with solutions.
  • B. Rightsourcing identifies the proper balance of outsourcing and other sourcing options.
  • C. Rightsourcing matches the right candidates for Service Desk vacancies.
  • D. Rightsourcing finds the most cost-effective service options for the Service Desk.
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

Question #3

What is the best way that a Service Desk can provide value to the company?
(Choose 1)

  • A. A Service Desk can best provide value to the company by using self-service technology.
  • B. A Service Desk can best provide value to the company by overseeing change management.
  • C. A Service Desk can best provide value to the company by becoming business centric.
  • D. A Service Desk can best provide value to the company by implementing incident and problem management processes.
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

Question #4

Which of these is a method for monitoring incidents?
(Choose 1)

  • A. Reviewing the incident log daily by type of incident.
  • B. Listening to customer/analyst calls.
  • C. Regularly checking on the incident management knowledgebase.
  • D. Carrying out regular customer follow-ups and satisfaction surveys.
Reveal Solution  Discussion  0

Correct Answer: D  🗳️

Question #5

Identify one of the key planning tasks a manager must carry out.
(Choose 1)

  • A. Seek main board approval for operational process changes.
  • B. Produce a detailed task flowchart.
  • C. Make tactical short-term decisions to meet strategic goals.
  • D. Devise a multi-layered plan to meet resourcing needs.
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

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