Exam Name: HDI Service Desk Manager (SDM)
Certification Provider: HDI
Corresponding Certification: HDI World wide Certification
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Instant Download HDI : QQ0-301
Check Updated on: Sep 12, 2026
No. of Questions: 198 Questions & Answers with Exam Engine
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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 | - Change and configuration management - Incident and problem management |
| Service Desk Leadership and Strategy | - Developing service desk strategies - Aligning service desk with business goals |
HDI Service Desk Manager (SDM) Sample Questions:
Which metric best reflects the knowledge level of the Service Desks staff?
(Choose 1)
- A. Customer satisfaction.
- B. Average speed to Answer.
- C. First contact resolution.
- D. Cost per incident.
Correct Answer: C 🗳️
Which three are required activities for a service desk manager when undertaking the financial management of the Service Desk?
(Choose 3)
- A. Unit costs calculations and analysis.
- B. Stocks and Bonds calculations.
- C. Budgeting calculations.
- D. Return on investment calculations.
- E. Staffing policies and procedures.
Correct Answer: A,C,D 🗳️
Which is the best example of one-way information gathering?
(Choose 1)
- A. Conducting a face-to face interview with the customer.
- B. Requesting that the customer fill out a questionnaire.
- C. Asking the customer questions on the phone.
- D. Receiving an e-mail from the customer.
Correct Answer: D 🗳️
What is the best description of self-healing tools?
(Choose 1)
- A. Self-healing tools immediately dispatch an engineer when a customer makes a request.
- B. Self-healing tools identify when a problem has occurred and automatically corrects it.
- C. Self-healing tools remove the emotion from a support request.
- D. Self-healing tools allow an analyst to control a customer desktop remotely.
Correct Answer: B 🗳️
What are the two best descriptions of a team player?
(Choose 2)
- A. A team player has a high customer satisfaction rating.
- B. A team player meets individual performance goals.
- C. A team player is a person that can be relied upon.
- D. A team player is reliable, considerate and respectful of others.
Correct Answer: C,D 🗳️
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