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  • Exam Code: QQ0-301
  • Exam Name: HDI Service Desk Manager (SDM)
  • Updated: Sep 30, 2026
  • Q & A: 198 Questions and Answers
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  • Exam Code: QQ0-301
  • Exam Name: HDI Service Desk Manager (SDM)
  • Updated: Sep 30, 2026
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HDI QQ0-301 dumps - Testing Engine

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  • Exam Code: QQ0-301
  • Exam Name: HDI Service Desk Manager (SDM)
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  • Q & A: 198 Questions and Answers
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HDI QQ0-301 Exam Syllabus Topics:

SectionObjectives
Service Desk Operations- Change and configuration management
- Incident and problem management
People and Performance Management- Team leadership and communication
- Performance metrics and reporting
Service Desk Leadership and Strategy- Aligning service desk with business goals
- Developing service desk strategies

HDI Service Desk Manager (SDM) Sample Questions:

Question #1

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

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

Correct Answer: C  🗳️

Question #2

What is the best way that you, as a Service Manager, can anticipate problems, develop contingency plans and sustain progress?
(Choose 1)

  • A. Undertake a gap analysis.
  • B. Undertake a risk analysis for each phase of an initiative.
  • C. Delegate responsibility for each phase of an initiative.
  • D. Visualise your next management position.
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

Question #3

What are two best practices for retaining valuable members of your team?
(Choose 2)

  • A. Pay better than the industry average for the position.
  • B. Let members of your team figure out the job for themselves.
  • C. Avoid criticising the members of your team and praise regularly.
  • D. Provide your employees with a clear career path.
Reveal Solution  Discussion  0

Correct Answer: A,D  🗳️

Question #4

Which is a framework or standard for service desk best practice?
(Choose 1)

  • A. ISO9002
  • B. TQM.
  • C. Six sigma.
  • D. COBIT.
  • E. ITIL.
Reveal Solution  Discussion  0

Correct Answer: E  🗳️

Question #5

You manage an internal Service Desk and are about to roll out a major project.
Call volume is expected to increase as a result and you are looking for outside help from another organisation.
You require the organisations staff to work on your site. What best describes the solution you are considering? (Choose 1)

  • A. On-site outsourcing.
  • B. Recruiting. rialZ br
  • C. Insourcing.
  • D. Off-site outsourcing.
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

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