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Updated: Jul 27, 2026
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HDI QQ0-301 Exam Overview:
| Certification Vendor: | HDI |
| Exam Name: | HDI Service Desk Manager (SDM) Certification Exam |
| Exam Number: | QQ0-301 |
| Related Certifications: | HDI Support Center Analyst (SCA) HDI Customer Service Representative (CSR) |
| Available Languages: | English |
| Exam Format: | Multiple choice |
| Recommended Training: | HDI Service Desk Manager Training |
| Exam Registration: | HDI Official Certification Page |
| Sample Questions: | HDI QQ0-301 Sample Questions |
| Exam Way: | Online or authorized testing centers (varies by region and provider) |
| Pre Condition: | No strict prerequisites; prior experience in service desk or IT support recommended. |
| Official Syllabus URL: | https://www.thinkhdi.com |
HDI QQ0-301 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Customer Experience and Continuous Improvement | - Customer satisfaction and feedback handling - Continuous service improvement practices |
| Topic 2: Performance Measurement and Reporting | - KPIs and metrics for service desk performance - Reporting frameworks and dashboards |
| Topic 3: People Management | - Staffing, recruitment, and onboarding - Employee engagement and retention strategies - Training, coaching, and performance management |
| Topic 4: Service Desk Strategy and Leadership | - Service desk mission, vision, and alignment with IT/business goals - Leadership principles and governance structures |
| Topic 5: Service Delivery Processes | - Escalation and problem management coordination - Incident and request management workflows - SLA design and service quality management |
| Topic 6: Technology and Tools | - ITSM tools and service desk platforms - Knowledge management systems |
HDI Service Desk Manager (SDM) Sample Questions:
1. What should be the focus for developing a Configuration Management process?
(Choose 1)
A) Improving financial control of assets.
B) Reducing incidents and problems.
C) Logging all assets as Configuration items.
D) Improving risk analysis.
2. What are three key indicators that show that one of your team might be undergoing stress in their life?
(Choose 3)
A) They are often late for work and get irritable when it is mentioned.
B) They seem to get into a lot of arguments and are always very cynical.
C) They are supporting a new application that they dont like and are reluctant to talk to the development team about it.
D) They have a lot of folders open on their desk and always appear to have too much work to do.
3. What are three activities to take when developing the IT Service Continuity management process?
(Choose 3)
A) Undertake a business impact assessment.
B) Implement stand-by procedures.
C) Perform risk analysis.
D) Determine the strategy.
4. Which of the following best describes error control?
(Choose 1)
A) Identifying underlying causes of incidents.
B) Identifying errors to be addressed by Change Management.
C) Proactive management of problems.
D) Managing the error process.
5. What is the difference between incident management and problem management?
(Choose 1)
A) Problem management finds and eliminates the underlying causes of incidents; incident management resolves incidents as quickly as possible.
B) Problem management deals with conflicts within an SLA; incident management is independent of the SLA.
C) Problem management prevents customers from calling; incident management handles calls when customers do call.
D) Problem management is focused on helping customers; incident management is focused on processes and procedures.
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: A,B,D | Question # 3 Answer: A,C,D | Question # 4 Answer: B | Question # 5 Answer: A |
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