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Updated: Aug 23, 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 |
| Related Certifications: | HDI Help Desk Analyst (HDA) HDI Qualified Help Desk Senior Analyst SDI Service Desk Foundation Qualification |
| Real Exam Qty: | 65 |
| Exam Price: | Included in training / Contact HDI for exam fee |
| Certificate Validity Period: | Lifetime (HDI certifications do not expire) |
| Exam Duration: | 75 minutes |
| Passing Score: | 80% |
| Available Languages: | English |
| Exam Format: | Multiple Choice |
| 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 |
|---|---|
| Topic 1: Service Desk Operations | - Change and configuration management - Incident and problem management |
| Topic 2: People and Performance Management | - Team leadership and communication - Performance metrics and reporting |
| Topic 3: Service Desk Leadership and Strategy | - Developing service desk strategies - Aligning service desk with business goals |
HDI Service Desk Manager (SDM) Sample Questions:
1. What is the most likely disadvantage of outsourcing?
(Choose 1)
A) Outsourcing can drastically change the types support services that are offered.
B) Outsourcing can cause you to lose personnel to the outsourcers support team.
C) Outsourcing can cause you to lose your corporate identity.
D) Outsourcing can cause you to lose your organisational assets.
2. What are three advantages of using self-service tools in a Service Desk?
(Choose 3)
A) Self-service tools allow customers greater independence.
B) Self-service tools allow customers to access support at any time.
C) Self-service tools allow the Service Desk to be open for fewer hours.
D) Self-service tools allow for cost-effective service provision.
E) Self-service tools allow the Service Desk to reduce its headcount.
3. You manage an internal Service Desk and are about to roll out a major project.
Call volume is expected to increase as a result and you are looking for outside help from another organisation.
You require the organisations staff to work on your site. What best describes the solution you are considering? (Choose 1)
A) On-site outsourcing.
B) Off-site outsourcing.
C) Recruiting. rialZ br
D) Insourcing.
4. What are two key objectives of having a good marketing strategy for the Service Desk?
(Choose 2)
A) A good marketing strategy shrinks the Service Desks headcount.
B) A good marketing strategy increases awareness that the Service Desk provides a return on investment.
C) A good marketing strategy increases awareness that the Service Desk provides the best point of contact.
D) A good marketing strategy decreases the total cost of ownership for the Service Desk.
E) A good marketing strategy gives the Service Desks analysts more accountability.
5. Following a team discussion about customer satisfaction levels, a team member approaches you with several ideas on how to better understand customer needs and expectations. You ask them to produce a presentation for the next team meeting. What three leadership characteristics did you use?
(Choose 3)
A) Encouraging team building.
B) Effective delegation.
C) Encouraging creativity.
D) Encouraging participation.
E) Execution of plans.
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: A,B,D | Question # 3 Answer: A | Question # 4 Answer: B,C | Question # 5 Answer: B,C,D |
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