Free QQ0-301 Questions for HDI Service Desk Manager (SDM) QQ0-301 Exam as PDF & Practice Test Engine

Exam Code/Number: QQ0-301
Exam Name/Title: HDI Service Desk Manager (SDM)
Certification Provider: HDI
Corresponding Certification: HDI World wide Certification

Exam Questions: 198
Updated On: Jun 24, 2026

Question #1

You have been tasked with conducting a SWOT analysis of the Service Desk.
What is the best description of what you will be required to do? (Choose 1)

A. Identify its strengths, weaknesses, opportunities and threats.

B. Identify its strengths, wants, organisation and threats.

C. Identify its successes, weaknesses, opportunities and threats. nArialZ br

D. Identify its size, wants, outages and tactics.

Discussion 0

Correct Answer: A Vote an answer

Question #2

What is the best way that you, as a Service Manager, can anticipate problems, develop contingency plans and sustain progress?
(Choose 1)

A. Delegate responsibility for each phase of an initiative.

B. Undertake a risk analysis for each phase of an initiative.

C. Undertake a gap analysis.

D. Visualise your next management position.

Discussion 0

Correct Answer: B Vote an answer

Question #3

What are two key objectives of the IT change management process?
(Choose 2)

A. To ensure changes are processed efficiently.

B. To ensure a standard approach to changes is utilised.

C. To ensure that changes are approved on a basis of cost.

D. To ensure that all changes are processed rapidly.

E. To ensure the customers are unaware of changes.

Discussion 0

Correct Answer: A,B Vote an answer

Question #4

Which is the best example of one-way information gathering?
(Choose 1)

A. Requesting that the customer fill out a questionnaire.

B. Conducting a face-to face interview with the customer.

C. Asking the customer questions on the phone.

D. Receiving an e-mail from the customer.

Discussion 0

Correct Answer: D Vote an answer

Question #5

What is the best description of the Service Desks role in the Incident Management process?
(Choose 1)

A. The Service Desk documents all important customer requests for service.

B. The Service Desk passes all incidents to the problem management team.

C. The Service Desk determines the root cause of all incidents.

D. The Service Desk monitors all incidents until they are closed.

Discussion 0

Correct Answer: D Vote an answer

Question #6

What is the most important factor when developing a workforce schedule?
(Choose 1)

A. Total workstations available.

B. Type of support to be provided.

C. Projected call volume.

D. Budget restraints.

Discussion 0

Correct Answer: C Vote an answer

Question #7

What is a best practice for recruiting the best possible staff?
(Choose 1)

A. Recruit only from the pool of recent college graduates.

B. Let your team interview prospective employees.

C. Focus on the technical skills of prospective employees.

D. Rehire previous employees who already know the job.

Discussion 0

Correct Answer: B Vote an answer

Question #8

What is the most likely advantage of off-site outsourcing?
(Choose 1)

A. Off-site outsourcing reduces capital expenditure and increases headcount.

B. Off-site outsourcing reduces capital expenditure and headcount.

C. Off-site outsourcing increases capital expenditure and headcount.

D. Off-site outsourcing increases capital expenditure and reduces headcount.

Discussion 0

Correct Answer: B Vote an answer

Question #9

What is a best practice to follow when you are taking actions that will affect other departments or teams?
(Choose 1)

A. Make a presentation to other teams letting them know what you have done.

B. Give serious consideration to what people will think of you if your ideas do not work.

C. Implement your ideas as soon as you have decided on the best course of action.

D. Discuss with other managers to identify the possible effects of your actions on others.

Discussion 0

Correct Answer: D Vote an answer

Question #10

Your team is working hard, and the atmosphere is busy but friendly. What three key actions have you taken to create this situation?
(Choose 3)

A. Provided daily donuts and fruit juice for all the team.

B. Offered your team involvement in decisions that affect them.

C. Developed a scheme that rewards star performers.

D. Offered low basic salaries with high performance related pay possibilities.

E. Provided opportunities for development.

F. Explained the teams goals and objectives.

Discussion 0

Correct Answer: B,E,F Vote an answer

Question #11

Which metric best reflects the knowledge level of the Service Desks staff?
(Choose 1)

A. Cost per incident.

B. First contact resolution.

C. Average speed to Answer.

D. Customer satisfaction.

Discussion 0

Correct Answer: B Vote an answer

Question #12

What is a common type of customer satisfaction survey used by the Service Desk?
(Choose 1)

A. An annual or periodic survey.

B. A selective survey.

C. An email survey scheduled for every Tuesday.

D. A telephone survey to 25 customers a day.

Discussion 0

Correct Answer: A Vote an answer

Question #13

Which two of the following are key components of a marketing programme?
(Choose 2)

A. Defining the message and communicating to the relevant audience.

B. Targeting messages to all IT.

C. Communication to all stakeholders in a similar manner.

D. Planning and scheduling ongoing communication.

E. Identifying the key customers.

Discussion 0

Correct Answer: A,D Vote an answer

Free QQ0-301 Questions for HDI Service Desk Manager (SDM) QQ0-301 Exam as PDF & Practice Test Engine

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