Try and practice the latest HDI : QQ0-301 real questions & answers
Last Updated: Sep 30, 2026
No. of Questions: 198 Questions & Answers with Testing Engine
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HDI QQ0-301 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Desk Leadership and Strategy | - Developing service desk strategies - Aligning service desk with business goals |
| Topic 2: Service Desk Operations | - Incident and problem management - Change and configuration management |
| Topic 3: People and Performance Management | - Team leadership and communication - Performance metrics and reporting |
HDI Service Desk Manager (SDM) Sample Questions:
What is the formula for calculating return on investment?
(Choose 1)
- A. Cost / Value *100
- B. ((Value - Cost) / Cost) * 100
- C. (Cost - Value) / Value *100
- D. Value / Cost *100
Correct Answer: B 🗳️
What are three advantages of using self-service tools in a Service Desk?
(Choose 3)
- A. Self-service tools allow the Service Desk to reduce its headcount.
- B. Self-service tools allow for cost-effective service provision.
- C. Self-service tools allow the Service Desk to be open for fewer hours.
- D. Self-service tools allow customers greater independence.
- E. Self-service tools allow customers to access support at any time.
Correct Answer: B,D,E 🗳️
What is the best description of knowledge management?
(Choose 1)
- A. Knowledge management is the key component of a service level agreement.
- B. Knowledge management is a process by which customers send useful solutions to support staff.
- C. Knowledge management provides information to management about each reported incident.
- D. Knowledge management is the capture and reuse of business and technical information in an organisation.
Correct Answer: D 🗳️
What is the most important benefit of benchmarking?
(Choose 1)
- A. Benchmarking removes the risk of outsourcing.
- B. Benchmarking justifies requesting additional money for the budget.
- C. Benchmarking identifies ways of reducing headcount.
- D. Benchmarking provides the basis for improvement initiatives.
Correct Answer: D 🗳️
What is the primary objective of workforce management?
(Choose 1)
- A. To undertake and structure organisational change.
- B. To reduce headcount.
- C. To undertake comprehensive research into the workforce management practices of top service organisations.
- D. To identify the resourcing requirements needed to meet demand and achieve goals.
Correct Answer: D 🗳️
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