Study with QQ0-301 Actual Test Questions
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Updated: Jul 23, 2026
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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 |
| Exam Duration: | 75 minutes |
| Exam Format: | Multiple Choice |
| Related Certifications: | HDI Help Desk Analyst (HDA) HDI Qualified Help Desk Senior Analyst SDI Service Desk Foundation Qualification |
| Passing Score: | 80% |
| Certificate Validity Period: | Lifetime (HDI certifications do not expire) |
| Real Exam Qty: | 65 |
| Available Languages: | English |
| Exam Price: | Included in training / Contact HDI for exam fee |
| 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 |
| Service Desk Operations | - Change and configuration management - Incident and problem management |
| People and Performance Management | - Performance metrics and reporting - Team leadership and communication |
HDI Service Desk Manager (SDM) Sample Questions:
1. You manage an internal Service Desk and are about to roll out a major project.
Call volume is expected to increase as a result and you are looking for outside help from another organisation.
You require the organisations staff to work on your site. What best describes the solution you are considering? (Choose 1)
A) Insourcing.
B) On-site outsourcing.
C) Recruiting. rialZ br
D) Off-site outsourcing.
2. The success of SLAs can be evaluated by which measure?
(Choose 1)
A) Improved quality of the Configuration Management Database (CMDB).
B) Increased incidents logged.
C) Reduction in Service Desk headcount.
D) Increase in customer satisfaction.
3. Which metric best reflects the knowledge level of the Service Desks staff?
(Choose 1)
A) Cost per incident.
B) Average speed to Answer.
C) First contact resolution.
D) Customer satisfaction.
4. What metric is not expected from Incident Management?
(Choose 1)
A) Number of RFCs.
B) SLA performance.
C) Number of service requests.
D) Fix and response times.
5. What is a common type of customer satisfaction survey used by the Service Desk?
(Choose 1)
A) An annual or periodic survey.
B) A telephone survey to 25 customers a day.
C) An email survey scheduled for every Tuesday.
D) A selective survey.
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: D | Question # 3 Answer: C | Question # 4 Answer: A | Question # 5 Answer: A |
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