HDI QQ0-301 : HDI Service Desk Manager (SDM)
- Exam Code: QQ0-301
- Exam Name: HDI Service Desk Manager (SDM)
- Updated: Nov 02, 2026
- Q & A: 198 Questions and Answers
About HDI QQ0-301 Exam Questions
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HDI QQ0-301 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Delivery Processes | - Incident and request management workflows - Escalation and problem management coordination - SLA design and service quality management |
| Topic 2: Customer Experience and Continuous Improvement | - Continuous service improvement practices - Customer satisfaction and feedback handling |
| Topic 3: People Management | - Staffing, recruitment, and onboarding - Employee engagement and retention strategies - Training, coaching, and performance management |
| Topic 4: Service Desk Strategy and Leadership | - Service desk mission, vision, and alignment with IT/business goals - Leadership principles and governance structures |
| Topic 5: Performance Measurement and Reporting | - Reporting frameworks and dashboards - KPIs and metrics for service desk performance |
| Topic 6: Technology and Tools | - Knowledge management systems - ITSM tools and service desk platforms |
HDI Service Desk Manager (SDM) Sample Questions:
Which of these is a method for monitoring incidents?
(Choose 1)
- A. Regularly checking on the incident management knowledgebase.
- B. Reviewing the incident log daily by type of incident.
- C. Carrying out regular customer follow-ups and satisfaction surveys.
- D. Listening to customer/analyst calls.
Correct Answer: C 🗳️
What are two key objectives of having a good marketing strategy for the Service Desk?
(Choose 2)
- A. A good marketing strategy gives the Service Desks analysts more accountability.
- B. A good marketing strategy increases awareness that the Service Desk provides a return on investment.
- C. A good marketing strategy shrinks the Service Desks headcount.
- D. A good marketing strategy increases awareness that the Service Desk provides the best point of contact.
- E. A good marketing strategy decreases the total cost of ownership for the Service Desk.
Correct Answer: B,D 🗳️
What are two key reasons for undertaking a gap analysis of your current operational practices?
(Choose 2)
- A. Suggesting where improvements could be made.
- B. Identifying the desired state.
- C. Recognising that the current levels of service are better than expected.
- D. It is more effective than performing a cost benefit analysis.
Correct Answer: A,B 🗳️
What type of survey is the most appropriate to use in order to understand customer satisfaction levels after a software update?
(Choose 1)
- A. A one-off survey.
- B. An e-mail survey.
- C. An ongoing survey.
- D. A periodic survey.
Correct Answer: A 🗳️
What is the best description of the role of computer telephony integration?
(Choose 1)
- A. Computer telephony integration enables universal call routing of multiple contact methods.
- B. Computer telephony integration combines e-mail and voice mail into a common inbox.
- C. Computer telephony integration facilitates the efficient processing of customer contacts.
- D. Computer telephony integration provides instant online access to voice and data systems.
Correct Answer: C 🗳️
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