Get real QQ0-301 exam questions for better preparation
Real HDI QQ0-301 practice exam questions for easy pass!
Updated: Jul 25, 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 |
| Passing Score: | 80% |
| Real Exam Qty: | 65 |
| Certificate Validity Period: | Lifetime (HDI certifications do not expire) |
| Exam Duration: | 75 minutes |
| Available Languages: | English |
| Exam Format: | Multiple Choice |
| Related Certifications: | HDI Help Desk Analyst (HDA) HDI Qualified Help Desk Senior Analyst SDI Service Desk Foundation Qualification |
| 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 Operations | - Incident and problem management - Change and configuration management |
| Service Desk Leadership and Strategy | - Aligning service desk with business goals - Developing service desk strategies |
| People and Performance Management | - Team leadership and communication - Performance metrics and reporting |
HDI Service Desk Manager (SDM) Sample Questions:
1. What is an essential key performance indicator to ensure that IT Service Continuity Management is kept up to date?
(Choose 1)
A) Backup logs of key business data files.
B) Clearly documented IT Service Continuity Management procedures.
C) Regular IT service continuity testing.
D) Regular inspection of the third party contractor process.
2. Identify one of the key planning tasks a manager must carry out.
(Choose 1)
A) Devise a multi-layered plan to meet resourcing needs.
B) Make tactical short-term decisions to meet strategic goals.
C) Produce a detailed task flowchart.
D) Seek main board approval for operational process changes.
3. A customer calls from within your office complex. They are having trouble configuring the new order management software on their computer. It is 5:50 p.m., and your support desk closes at 6:00 p.m. What is the best method your analysts should use to resolve this problem?
(Choose 1)
A) Talk the customer through the steps to resolve the problem.
B) Transfer the customer to the software vendor for support.
C) Schedule a callback to resolve the problem in the morning.
D) Dispatch a deskside support analyst to address the incident.
4. Which is an effective method for monitoring calls?
(Choose 1)
A) Ask for information about calls from other staff.
B) Record the call.
C) Review escalation records.
D) Check the incident logs.
5. What is the most important reason for documenting processes and procedures?
(Choose 1)
A) Documenting processes and procedures allows analysts to display their creative sides.
B) Documenting processes and procedures provides information for subject matter experts.
C) Documenting processes and procedures is a requirement for incident management.
D) Documenting processes and procedures encourages adherence to policies and procedures.
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: B | Question # 3 Answer: A | Question # 4 Answer: B | Question # 5 Answer: D |
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