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HDI QQ0-301 Q&A - in .pdf
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- Exam Code: QQ0-301
- Exam Name: HDI Service Desk Manager (SDM)
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- Updated: Oct 04, 2026
- Q & A: 198 Questions and Answers
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HDI QQ0-301 Q&A - Testing Engine
- Exam Code: QQ0-301
- Exam Name: HDI Service Desk Manager (SDM)
- Updated: Oct 04, 2026
- Q & A: 198 Questions and Answers
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HDI QQ0-301 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| People and Performance Management | - Performance metrics and reporting - Team leadership and communication |
| Service Desk Operations | - Incident and problem management - Change and configuration management |
| Service Desk Leadership and Strategy | - Developing service desk strategies - Aligning service desk with business goals |
HDI Service Desk Manager (SDM) Sample Questions:
Question #1
What is one of the main benefits of implementing a problem management process?
(Choose 1)
- A. A problem management process increases first contact resolutions.
- B. A problem management process clarifies the required technical expertise for problem elimination.
- C. A problem management process minimises the impact of changes.
- D. A problem management process eliminates the need for a knowledgebase.
Correct Answer: A 🗳️
Question #2
Which metric best reflects the knowledge level of the Service Desks staff?
(Choose 1)
- A. Customer satisfaction.
- B. Cost per incident.
- C. First contact resolution.
- D. Average speed to Answer.
Correct Answer: C 🗳️
Question #3
What is an essential key performance indicator to ensure that IT Service Continuity Management is kept up to date?
(Choose 1)
- A. Regular inspection of the third party contractor process.
- B. Backup logs of key business data files.
- C. Regular IT service continuity testing.
- D. Clearly documented IT Service Continuity Management procedures.
Correct Answer: C 🗳️
Question #4
Identify one of the primary tasks in organising your resources.
(Choose 1)
- A. Organise frequent motivational sessions with your team.
- B. Align resources to projects or activities.
- C. Get senior management approval for the resource plan.
- D. Draw up a monthly rota of shift patterns.
Correct Answer: B 🗳️
Question #5
Which two are key characteristics of an effective manager?
(Choose 2)
- A. Demands extra effort to meet deadlines.
- B. Understands business direction.
- C. Develops effective procedures and implements them.
- D. Continually champions the business goals and culture.
Correct Answer: B,C 🗳️
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