Free HDI QQ0-301 Practice Test & Real Exam Questions

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: Sep 02, 2026

Question #1

What is a best practice to follow when you are taking actions that will affect other departments or teams?
(Choose 1)

A. Make a presentation to other teams letting them know what you have done.

B. Discuss with other managers to identify the possible effects of your actions on others.

C. Give serious consideration to what people will think of you if your ideas do not work.

D. Implement your ideas as soon as you have decided on the best course of action.

Discussion 0

Correct Answer: B Vote an answer

Question #2

Which of the following best demonstrates the success of Service Level Management?
(Choose 1)

A. Incident management is in place.

B. Detailed OLAs are agreed and in place.

C. Management buy-in is obtained.

D. Internal charging is introduced.

Discussion 0

Correct Answer: C Vote an answer

Question #3

Which of the following best describes error control?
(Choose 1)

A. Proactive management of problems.

B. Identifying errors to be addressed by Change Management.

C. Identifying underlying causes of incidents.

D. Managing the error process.

Discussion 0

Correct Answer: B Vote an answer

Question #4

Which is considered to be a business best practice quality model?
(Choose 1)

A. HDI certification.

B. Six Sigma.

C. CMM.

D. COBIT.

Discussion 0

Correct Answer: B Vote an answer

Question #5

What are two standard operational metrics for Change management?
(Choose 2)

A. How many CAB members attended meetings over a period of time.

B. How many RFCs have been rejected over a period of time.

C. How many RFCs have been discussed over a period of time.

D. How many RFCs have been submitted over a period of time.

Discussion 0

Correct Answer: B,D Vote an answer

Question #6

You are planning to implement self-service as another option for your customers for their service and support requirements. What would you describe as three key customer benefits of this option?
(Choose 3)

A. It enables customers to make their own amendments to procedures.

B. It enables customers to update the schedules.

C. It allows customers access to the knowledgebase.

D. It allows customers to log their own requests and incidents.

E. It enables customers to check call status.

Discussion 0

Correct Answer: C,D,E Vote an answer

Question #7

Your team is working hard, and the atmosphere is busy but friendly. What three key actions have you taken to create this situation?
(Choose 3)

A. Provided daily donuts and fruit juice for all the team.

B. Provided opportunities for development.

C. Explained the teams goals and objectives.

D. Offered your team involvement in decisions that affect them.

E. Developed a scheme that rewards star performers.

F. Offered low basic salaries with high performance related pay possibilities.

Discussion 0

Correct Answer: B,C,D Vote an answer

Question #8

What is the most likely benefit of introducing an organisational change management process?
(Choose 1)

A. A change management process prevents unpopular changes from being made.

B. A change management process ensures that all changes will be successful.

C. A change management process improves the organisations performance.

D. A change management process eliminates the damage created by unnecessary changes.

Discussion 0

Correct Answer: C Vote an answer

Question #9

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

A. Vision statement.

B. ROI description.

C. Mission statement.

D. Marketing pamphlets.

Discussion 0

Correct Answer: C Vote an answer

Question #10

You are arranging a strategy planning meeting with representatives from IT and other areas within the organisation. What two actions must you take to ensure a successful meeting?
(Choose 2)

A. Produce a list of possible participants.

B. Practice effective time management.

C. Provide an adequate room with plenty of refreshments.

D. Provide adequate notice of the meeting to participants.

E. Work to flexible timings according to individual preferences.

Discussion 0

Correct Answer: B,D Vote an answer

Question #11

What is one of the main benefits of incident monitoring?
(Choose 1)

A. It identifies areas where analyst skills can be improved.

B. It ensures consistent first level responses.

C. It allows regular assessment of incident types.

D. It provides excellent examples of unique call handling techniques.

Discussion 0

Correct Answer: A Vote an answer

Question #12

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 enables the Service Desk to purchase more IT equipment.

D. IT configuration management facilitates the Service Desks task of re-allocation and reuse of equipment and licenses.

Discussion 0

Correct Answer: D Vote an answer

Question #13

Which metric would management expect to see and use from configuration management?
(Choose 1)

A. Number of unauthorised CIs.

B. Number of CIs against SLAs.

C. Total number of CIs.

D. Number of incidents logged against CIs.

Discussion 0

Correct Answer: A Vote an answer

Question #14

What is the most important reason for documenting processes and procedures?
(Choose 1)

A. Documenting processes and procedures allows analysts to display their creative sides.

B. Documenting processes and procedures is a requirement for incident management.

C. Documenting processes and procedures provides information for subject matter experts.

D. Documenting processes and procedures encourages adherence to policies and procedures.

Discussion 0

Correct Answer: D Vote an answer

Question #15

What are two quality assurance methods for monitoring analyst productivity?
(Choose 2)

A. Interactive voice response monitoring.

B. System network monitoring.

C. Random call monitoring.

D. Regular KPI monitoring.

E. Video monitoring.

Discussion 0

Correct Answer: C,D Vote an answer

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