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Last Updated: Sep 08, 2026
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HDI QQ0-301 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| People Management | - Training, coaching, and performance management - Staffing, recruitment, and onboarding - Employee engagement and retention strategies |
| Technology and Tools | - ITSM tools and service desk platforms - Knowledge management systems |
| Service Desk Strategy and Leadership | - Service desk mission, vision, and alignment with IT/business goals - Leadership principles and governance structures |
| Performance Measurement and Reporting | - Reporting frameworks and dashboards - KPIs and metrics for service desk performance |
| Customer Experience and Continuous Improvement | - Customer satisfaction and feedback handling - Continuous service improvement practices |
| Service Delivery Processes | - Escalation and problem management coordination - Incident and request management workflows - SLA design and service quality management |
HDI Service Desk Manager (SDM) Sample Questions:
What two steps should we take to manage the service expectations of stakeholders?
(Choose 2)
- A. Provide several channels that provide information about the Service Desk.
- B. Use KPIs to calculate service ROI.
- C. Use customer surveys to identify business needs.
- D. Build a catalogue of systems for all customers.
- E. Build SLAs based on IT measures.
What are two of the best uses of self-service technology?
(Choose 2)
- A. Self-service technology allows customers to comment on the performance of support staff.
- B. Self-service technology gives customers the ability to solve problems on their own.
- C. Self-service technology helps customers talk to one another about problems.
- D. Self-service technology maintains an inventory of equipment.
- E. Self service technology allows customers to find information on procedures.
Part of your induction programme for a new starter includes assignment of a buddy for the duration of their induction. What are two of the most important reasons for doing this?
(Choose 2)
- A. It speeds up the process of getting them to a level of acceptable competency.
- B. To be assigned as a buddy is part of your teams KPIs.
- C. It creates a sense of security for the new team member.
- D. They have less need to refer to the standard operating procedures.
What is the primary benefit of monitoring incidents in the Service Desk?
(Choose 1)
- A. Monitoring incidents allows you to react quickly to unforeseen situations.
- B. Monitoring incidents keeps track of important customers.
- C. Monitoring incidents allows you to address situations proactively.
- D. Monitoring incidents keeps problems to a minimum.
What is a best practice for negotiating successfully with customers?
(Choose 1)
- A. Stay focused on what is needed rather than on how to get there. support request.
- B. Focus on the route you believe resolution should take.
- C. Give primary consideration to the technical aspect of the solution.
- D. Ensure the customer understands that you will decide on the best course of action.
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