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HDI QQ0-301 exam : HDI Service Desk Manager (SDM)

QQ0-301 Exam Simulator
  • Exam Code: QQ0-301
  • Exam Name: HDI Service Desk Manager (SDM)
  • Updated: Sep 21, 2026
  • Q & A: 198 Questions and Answers
  • HDI QQ0-301 Q&A - in .pdf

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HDI QQ0-301 Exam Syllabus Topics:

SectionWeightObjectives
Operations & Technology20%- Process automation & self-service
- Tool & technology selection
- Vendor & contract management
- Capacity & resource planning
Service Desk Strategy & Alignment20%- Governance & compliance
- Business alignment & objectives
- Service desk vision & mission
People & Team Management25%- Performance management & coaching
- Training & development
- Staffing & workforce planning
- Motivation & retention
Service Delivery & Processes25%- Incident & request management
- Problem & change management
- Knowledge management
- Service level management & SLAs
Metrics & Continuous Improvement10%- Process improvement methodologies
- Customer satisfaction & feedback
- KPIs & performance reporting

HDI Service Desk Manager (SDM) Sample Questions:

Question #1

What is the relationship between the Service Desks average speed to Answer and its abandon rate?
(Choose 1)

  • A. If the average speed to Answer is low then the abandon rate is likely to be high.
  • B. If the average speed to Answer is high then the abandon rate is likely to be low.
  • C. If the average speed to Answer is high then the abandon rate is likely to be high.
  • D. The average speed to Answer has no effect on the abandon rate.
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

Question #2

What is a key benefit of self-healing tools?
(Choose 1)

  • A. They allow for better use of IT personnel.
  • B. They facilitate reduction in the cost of technology.
  • C. They provide the basis for self-service requirements.
  • D. They support a greater number of staff at first level.
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

Question #3

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

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

Correct Answer: A  🗳️

Question #4

Which of these models could you best use in an IT support environment?
(Choose 1)

  • A. Virtual support desk.
  • B. Virtual distributed Service Desk.
  • C. Distributed contact centre.
  • D. Business support desk.
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

Question #5

What best describes the goals of IT Service Management?
(Choose 1)

  • A. IT Service Management means that IT services are visibly controlled by the organisation.
  • B. IT Service Management aligns business services to IT services.
  • C. IT Service Management means that organisational needs are controlled by IT services.
  • D. IT Service Management aligns IT services to the organisations needs.
Reveal Solution  Discussion  0

Correct Answer: D  🗳️

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