HDI : QQ0-301 Questions & Answers
Updated: Jul 31, 2026
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HDI QQ0-301 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Service Delivery & Processes | 25% | - Incident & request management - Knowledge management - Problem & change management - Service level management & SLAs |
| Operations & Technology | 20% | - Capacity & resource planning - Process automation & self-service - Tool & technology selection - Vendor & contract management |
| Metrics & Continuous Improvement | 10% | - KPIs & performance reporting - Process improvement methodologies - Customer satisfaction & feedback |
| People & Team Management | 25% | - Performance management & coaching - Staffing & workforce planning - Training & development - Motivation & retention |
| Service Desk Strategy & Alignment | 20% | - Governance & compliance - Business alignment & objectives - Service desk vision & mission |
HDI Service Desk Manager (SDM) Sample Questions:
1. The success of SLAs can be evaluated by which measure?
(Choose 1)
A) Increase in customer satisfaction.
B) Increased incidents logged.
C) Improved quality of the Configuration Management Database (CMDB).
D) Reduction in Service Desk headcount.
2. What is the greatest benefit of implementing an IT change management process?
(Choose 1)
A) The change management process ensures that all changes will be successful.
B) The change management process prevents unauthorised changes from being made.
C) The change management process eliminates the damage created by unnecessary changes.
D) The change management process improves the productivity of customers.
3. What is one increasingly common Service Desk technology?
(Choose 1)
A) Desktop system failure software.
B) Network monitoring software.
C) Electronic paging boards.
D) Knowledge management systems.
4. 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.
5. What is the best description of the mission statement for a Service Desk?
(Choose 1)
A) The Service Desks mission statement documents future services to be provided.
B) The Service Desks mission statement explains how service levels will be met.
C) The Service Desks mission statement informs customers of strategies for improvement.
D) The Service Desks mission statement describes the purpose of the desk, the services provided and the manner of their delivery.
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: B | Question # 3 Answer: D | Question # 4 Answer: C | Question # 5 Answer: D |
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