HDI : QQ0-301 Questions & Answers
Updated: Jul 26, 2026
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HDI QQ0-301 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| People Management | - Employee engagement and retention strategies - Training, coaching, and performance management - Staffing, recruitment, and onboarding |
| Service Desk Strategy and Leadership | - Service desk mission, vision, and alignment with IT/business goals - Leadership principles and governance structures |
| Performance Measurement and Reporting | - Reporting frameworks and dashboards - KPIs and metrics for service desk performance |
| Service Delivery Processes | - Incident and request management workflows - Escalation and problem management coordination - SLA design and service quality management |
| Technology and Tools | - ITSM tools and service desk platforms - Knowledge management systems |
| Customer Experience and Continuous Improvement | - Continuous service improvement practices - Customer satisfaction and feedback handling |
HDI Service Desk Manager (SDM) Sample Questions:
1. Identify one of the key planning tasks a manager must carry out.
(Choose 1)
A) Make tactical short-term decisions to meet strategic goals.
B) Devise a multi-layered plan to meet resourcing needs.
C) Seek main board approval for operational process changes.
D) Produce a detailed task flowchart.
2. What is a key element of the coaching process?
(Choose 1)
A) Schedule a follow-up meeting for a years time.
B) Encouraging participation by using open questions.
C) Pushing the individual to admit weak areas.
D) Encouraging a team ethos in the individual.
3. What is the most important benefit of IT configuration management?
(Choose 1)
A) IT configuration management means that the Service Desk is more likely gain certification status.
B) IT configuration management sets the Service Desk apart from other departments.
C) IT configuration management facilitates the Service Desks task of re-allocation and reuse of equipment and licenses.
D) IT configuration management enables the Service Desk to purchase more IT equipment.
4. Which metric best reflects the knowledge level of the Service Desks staff?
(Choose 1)
A) First contact resolution.
B) Average speed to Answer.
C) Cost per incident.
D) Customer satisfaction.
5. What are the two best descriptions of the role of telephone support?
(Choose 2)
A) It may offer levels II and III support.
B) It is the preferred method of support for all customers.
C) It uses an effective process for call escalation if the analyst is unable to resolve the call.
D) It is the most cost-effective method of support.
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: B | Question # 3 Answer: C | Question # 4 Answer: A | Question # 5 Answer: A,C |
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