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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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| Section | Objectives |
|---|---|
| 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 |
What is the best description of the Service Desks role in the Incident Management process?
(Choose 1)
Correct Answer: B 🗳️
What is the best description of rightsourcing?
(Choose 1)
Correct Answer: B 🗳️
What is the best way that a Service Desk can provide value to the company?
(Choose 1)
Correct Answer: C 🗳️
Which of these is a method for monitoring incidents?
(Choose 1)
Correct Answer: D 🗳️
Identify one of the key planning tasks a manager must carry out.
(Choose 1)
Correct Answer: C 🗳️
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