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HDI QQ0-301 : HDI Service Desk Manager (SDM)
Exam Code: QQ0-301
Exam Name: HDI Service Desk Manager (SDM)
Updated: Sep 13, 2026
Q & A: 198 Questions and Answers
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HDI QQ0-301 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Desk Operations | - Incident and problem management - Change and configuration management |
| Topic 2: People and Performance Management | - Team leadership and communication - Performance metrics and reporting |
| Topic 3: Service Desk Leadership and Strategy | - Aligning service desk with business goals - Developing service desk strategies |
HDI Service Desk Manager (SDM) Sample Questions:
Question #1
What is the best description of knowledge management?
(Choose 1)
- A. Knowledge management is the capture and reuse of business and technical information in an organisation.
- B. Knowledge management is the key component of a service level agreement.
- C. Knowledge management is a process by which customers send useful solutions to support staff.
- D. Knowledge management provides information to management about each reported incident.
Correct Answer: A 🗳️
Question #2
What is a primary benefit of having security policies in a Service Desk?
(Choose 1)
- A. Security levels are agreed, measured and monitored.
- B. Security policies limit Internet access for all of the companys employees.
- C. Security policies allow the Service Desk to stay open later.
- D. Security policies ensure that customers cannot carry out illegal transactions.
Correct Answer: A 🗳️
Question #3
You have just downsized your staff by 20 percent. Many members of staff have seen their friends laid-off. Frustration levels are high and support from the remaining staff is in question. What is the best action you can take to provide a positive outlook to your staff?
(Choose 1)
- A. Hold a roundtable discussion to allow the staff to vent.
- B. Network with your peers to discuss the situation.
- C. Give everyone the day off.
- D. Concentrate on the goals of the organisation.
Correct Answer: D 🗳️
Question #4
What is the best description of rightsourcing?
(Choose 1)
- A. Rightsourcing finds the most cost-effective service options for the Service Desk.
- B. Rightsourcing determines the source of customer queries and matches them with solutions.
- C. Rightsourcing matches the right candidates for Service Desk vacancies.
- D. Rightsourcing identifies the proper balance of outsourcing and other sourcing options.
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.
Correct Answer: C 🗳️
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