Passing exam with QQ0-301 latest training materials
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Updated: Nov 01, 2026
No. of Questions: 198 Questions & Answers with Testing Engine
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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 |
| Exam Price: | $249 USD |
| Real Exam Qty: | 65 |
| Passing Score: | 80% |
| Certificate Validity Period: | 3 years |
| Related Certifications: | HDI KCS Foundation HDI Support Center Analyst HDI Support Center Team Lead |
| Exam Duration: | 75 minutes |
| Available Languages: | English, German, Spanish, French, Portuguese |
| Exam Format: | Multiple Choice |
| Recommended Training: | HDI Service Desk Manager Training Course |
| Exam Registration: | HDI Official Registration |
| Sample Questions: | HDI QQ0-301 Sample Questions |
| Exam Way: | Online proctored or onsite via authorized test centers |
| Pre Condition: | No mandatory prerequisites; recommended 2+ years of service desk/IT support experience |
| Official Syllabus URL: | https://www.thinkhdi.com/certification/professional/service-desk-manager |
HDI QQ0-301 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: People & Team Management | 25% | - Staffing & workforce planning - Performance management & coaching - Training & development - Motivation & retention |
| Topic 2: Operations & Technology | 20% | - Capacity & resource planning - Tool & technology selection - Process automation & self-service - Vendor & contract management |
| Topic 3: Metrics & Continuous Improvement | 10% | - Process improvement methodologies - Customer satisfaction & feedback - KPIs & performance reporting |
| Topic 4: Service Desk Strategy & Alignment | 20% | - Governance & compliance - Service desk vision & mission - Business alignment & objectives |
| Topic 5: Service Delivery & Processes | 25% | - Problem & change management - Service level management & SLAs - Knowledge management - Incident & request management |
HDI Service Desk Manager (SDM) Sample Questions:
Which three are required activities for a service desk manager when undertaking the financial management of the Service Desk?
(Choose 3)
- A. Staffing policies and procedures.
- B. Return on investment calculations.
- C. Unit costs calculations and analysis.
- D. Stocks and Bonds calculations.
- E. Budgeting calculations.
Correct Answer: B,C,E 🗳️
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. Receiving an e-mail from the customer.
- D. Asking the customer questions on the phone.
Correct Answer: C 🗳️
Which is a principal activity within security management?
(Choose 1)
- A. Development of plans for secure access to configuration items.
- B. Development of security plans to meet SLAs.
- C. Re-setting passwords.
- D. Development of skills to control system access.
Correct Answer: B 🗳️
What is a typical operational metric that is an output of Configuration Management?
(Choose 1)
- A. How many CIs relate to each IT system.
- B. How many CIs each department has.
- C. The cost of CIs arranged by department.
- D. How many CIs identified that are not authorised.
Correct Answer: D 🗳️
What are the two best descriptions of a team player?
(Choose 2)
- A. A team player is reliable, considerate and respectful of others.
- B. A team player has a high customer satisfaction rating.
- C. A team player meets individual performance goals.
- D. A team player is a person that can be relied upon.
Correct Answer: A,D 🗳️
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