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Updated: Aug 02, 2026
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HDI QQ0-301 Exam Overview:
| Certification Vendor: | HDI |
| Exam Name: | HDI Service Desk Manager (SDM) Certification Exam |
| Exam Number: | QQ0-301 |
| Passing Score: | 80% |
| Related Certifications: | HDI Support Center Team Lead HDI Support Center Analyst HDI KCS Foundation |
| Certificate Validity Period: | 3 years |
| Exam Duration: | 75 minutes |
| Real Exam Qty: | 65 |
| Available Languages: | English, Spanish, German, French, Portuguese |
| Exam Price: | $249 USD |
| Exam Format: | Multiple Choice |
| Recommended Training: | HDI Service Desk Manager Training Course |
| Exam Registration: | HDI Official Registration |
| Sample Questions: | HDI QQ0-301 Sample Questions |
| Exam Way: | Online proctored or onsite via authorized test centers |
| Pre Condition: | No mandatory prerequisites; recommended 2+ years of service desk/IT support experience |
| Official Syllabus URL: | https://www.thinkhdi.com/certification/professional/service-desk-manager |
HDI QQ0-301 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Service Delivery & Processes | 25% | - Service level management & SLAs - Knowledge management - Problem & change management - Incident & request management |
| Service Desk Strategy & Alignment | 20% | - Governance & compliance - Business alignment & objectives - Service desk vision & mission |
| Metrics & Continuous Improvement | 10% | - Customer satisfaction & feedback - Process improvement methodologies - KPIs & performance reporting |
| People & Team Management | 25% | - Staffing & workforce planning - Performance management & coaching - Motivation & retention - Training & development |
| Operations & Technology | 20% | - Vendor & contract management - Tool & technology selection - Process automation & self-service - Capacity & resource planning |
HDI Service Desk Manager (SDM) Sample Questions:
1. Which are the two most appropriate situations for providing deskside support?
(Choose 2)
A) Provide deskside support if the Service Desk is not busy.
B) Provide deskside support only if the SLA requires it.
C) Provide deskside support if you must replace the customers hardware.
D) Provide deskside support to address an urgent requirement.
E) Provide deskside support if you need to calm the customer down.
2. What are three purposes of a customer satisfaction survey?
(Choose 3)
A) Identify the quality of customer usage of IT Services.
B) Find out what customers think of IT services.
C) Identify new services or products that customers indicate they require.
D) Find out if the customers are talking to outsourcing companies.
E) Benchmark customer satisfaction.
3. Which two are key characteristics of an effective manager?
(Choose 2)
A) Understands business direction.
B) Develops effective procedures and implements them.
C) Continually champions the business goals and culture.
D) Demands extra effort to meet deadlines.
4. What are two best practices for retaining valuable members of your team?
(Choose 2)
A) Avoid criticising the members of your team and praise regularly.
B) Pay better than the industry average for the position.
C) Provide your employees with a clear career path.
D) Let members of your team figure out the job for themselves.
5. What type of survey is the most appropriate to use in order to understand customer satisfaction levels after a software update?
(Choose 1)
A) An ongoing survey.
B) An e-mail survey.
C) A periodic survey.
D) A one-off survey.
Solutions:
| Question # 1 Answer: C,D | Question # 2 Answer: B,C,E | Question # 3 Answer: A,B | Question # 4 Answer: B,C | Question # 5 Answer: D |
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