HDI QQ0-301 Actual Free Exam Questions & Community Discussion

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: Aug 31, 2026

Question #1

What is coaching?
(Choose 1)

A. Getting better performing staff to work with poorer performers to show them how to do better.

B. Showing staff examples of excellent performance so they can follow the lead.

C. How to structure a dynamic team.

D. The process of helping to enable the team to build their strengths based on a co-operative relationship.

Discussion 0

Correct Answer: D Vote an answer

Question #2

Which is a method for assessing team development needs?
(Choose 1)

A. Knowledge management.

B. Benchmarking.

C. Skills gap analysis.

D. Call monitoring.

Discussion 0

Correct Answer: C Vote an answer

Question #3

Where would you be most likely to find a values statement?
(Choose 1)

A. ROI description.

B. Mission statement.

C. Marketing pamphlets.

D. Vision statement.

Discussion 0

Correct Answer: B Vote an answer

Question #4

Which key performance indicator would be expected from Security Management?
(Choose 1)

A. Timely completion of risk assessments.

B. Review of security SLAs.

C. Regular assessment of incidents and problems.

D. Timely assessments of password incidents.

Discussion 0

Correct Answer: A Vote an answer

Question #5

Which is the best tool for tracking the number of abandoned calls to the Service Desk?
(Choose 1)

A. Call management system.

B. Incident log.

C. Knowledgebase.

D. Automatic call distributor.

Discussion 0

Correct Answer: D Vote an answer

Question #6

Which are the two most appropriate situations for providing deskside support?
(Choose 2)

A. Provide deskside support to address an urgent requirement.

B. Provide deskside support if the Service Desk is not busy.

C. Provide deskside support only if the SLA requires it.

D. Provide deskside support if you must replace the customers hardware.

E. Provide deskside support if you need to calm the customer down.

Discussion 0

Correct Answer: A,D Vote an answer

Question #7

What is the best description of knowledge management?
(Choose 1)

A. Knowledge management provides information to management about each reported incident.

B. Knowledge management is the key component of a service level agreement.

C. Knowledge management is the capture and reuse of business and technical information in an organisation.

D. Knowledge management is a process by which customers send useful solutions to support staff.

Discussion 0

Correct Answer: C Vote an answer

Question #8

What are two of the best descriptions of alignment with the business?
(Choose 2)

A. IT services and products are purchased or designed only if they meet critical business requirements.

B. Knowing what the business is trying to achieve.

C. All services and products are designed with profitability to the business as the key requirement.

D. Using ITSM practices to underline the necessity of IT to the business it supports.

E. Understanding how business and IT can work together.

Discussion 0

Correct Answer: B,E Vote an answer

Question #9

You have worked hard to develop good working relationships with your team members. What are the two best actions you can take to maintain this situation?
(Choose 2)

A. Delegate key decision-making to create a learning curve for potential supervisors.

B. Identify other skills they have and find ways in which they can use them.

C. Develop a skills matrix and training plan.

D. Develop a plan that enables them to move out of the team and into other support teams.

Discussion 0

Correct Answer: B,C Vote an answer

Question #10

What is the best explanation of strategic planning?
(Choose 1)

A. Medium-term projects that are necessary to enable realisation of the long term projects.

B. The detailed plan for achieving the objectives set by the strategic plan.

C. Development of corporate strategies for promotion of services.

D. A long-term vision of what an organisation needs to achieve in order to meet its objectives.

Discussion 0

Correct Answer: D Vote an answer

Question #11

What is a key principle of negotiation with customers?
(Choose 1)

A. Stick to the facts and ignore the customers emotions.

B. Determine the customers underlying business need.

C. Seek a solution that aligns with Support Centre policies and processes.

D. Focus on the individual rather than on the resolution.

Discussion 0

Correct Answer: B Vote an answer

Question #12

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 size, wants, outages and tactics.

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

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

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

Discussion 0

Correct Answer: D Vote an answer

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