Learn with HDI : QQ0-301 training material for 100% pass
Updated: Aug 02, 2026
No. of Questions: 198 Questions & Answers with Testing Engine
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HDI QQ0-301 Exam Overview:
| Certification Vendor: | HDI (Help Desk Institute) |
| Exam Name: | HDI Service Desk Manager (SDM) |
| Exam Number: | QQ0-301 |
| Real Exam Qty: | 65 |
| Exam Price: | Included in training / Contact HDI for exam fee |
| Exam Duration: | 75 minutes |
| Available Languages: | English |
| Related Certifications: | HDI Help Desk Analyst (HDA) HDI Qualified Help Desk Senior Analyst SDI Service Desk Foundation Qualification |
| Exam Format: | Multiple Choice |
| Passing Score: | 80% |
| Certificate Validity Period: | Lifetime (HDI certifications do not expire) |
| Sample Questions: | HDI QQ0-301 Sample Questions |
| Exam Way: | Online through HDI Learning Portal or included with HDI training |
| Pre Condition: | No formal prerequisites defined; experience in service desk management recommended |
| Official Syllabus URL: | https://www.thinkhdi.com/en/certification/professional |
HDI QQ0-301 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Desk Leadership and Strategy | - Aligning service desk with business goals - Developing service desk strategies |
| People and Performance Management | - Performance metrics and reporting - Team leadership and communication |
| Service Desk Operations | - Change and configuration management - Incident and problem management |
HDI Service Desk Manager (SDM) Sample Questions:
1. If you are looking to motivate your Service Desk staff, which of these statements most closely matches how you would want them to perceive you?
(Choose 1)
A) As being excellent in inspiring people to achieve a new vision.
B) As an exceptional, innovative and demanding leader.
C) As an outstanding motivational speaker.
D) As an approachable, nice and understanding person.
2. Which two of these are not core activities of IT Service Continuity Management?
(Choose 2)
A) Implementing standby arrangements.
B) Appointment and training of fire marshals.
C) Updating ongoing operational procedures.
D) Finding the correct offsite backup storage location.
E) Business Impact Assessment.
3. What is the most accurate description of staffing?
(Choose 1)
A) Ensuring that adequate staff are available to provide IT services as defined in the SLA.
B) Ensuring that unplanned absences are allowed for in the rota.
C) Ensuring that you staff according to the objectives of ITSM.
D) Ensuring that shifts all have the same number of staff.
4. What typical performance feature would you expect from your ACD?
(Choose 1)
A) The ability to route calls to a correctly skilled analyst.
B) The ability to route calls to correct customer groups.
C) The ability to eliminate 99% of abandoned call issues.
D) The ability to tell customers the analyst waiting time.
5. Which process within the Service Desk focuses on capturing, structuring, and sharing information?
(Choose 1)
A) Knowledge management.
B) Problem management.
C) Incident management.
D) Change management.
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: B,D | Question # 3 Answer: A | Question # 4 Answer: A | Question # 5 Answer: A |
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