Try and practice the latest HDI : QQ0-301 real questions & answers
Updated: Jun 24, 2026
No. of Questions: 198 Questions & Answers with Testing Engine
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HDI Service Desk Manager (SDM) Sample Questions:
1. Your team is expected to resolve most incidents and problems themselves without sending deskside personnel to support the customer. However, there are occasions when the team needs to offer deskside support. What is the best reason for using deskside support?
(Choose 1)
A) Your team is unsure of how to resolve the problem.
B) Your team cannot resolve the problem using remote support methods.
C) Your team is short-staffed due to training commitments.
D) Your team should be more visible in the company.
2. What is one of the main benefits of incident monitoring?
(Choose 1)
A) It identifies areas where analyst skills can be improved.
B) It allows regular assessment of incident types.
C) It ensures consistent first level responses.
D) It provides excellent examples of unique call handling techniques.
3. What is the most likely advantage of off-site outsourcing?
(Choose 1)
A) Off-site outsourcing increases capital expenditure and reduces headcount.
B) Off-site outsourcing reduces capital expenditure and headcount.
C) Off-site outsourcing increases capital expenditure and headcount.
D) Off-site outsourcing reduces capital expenditure and increases headcount.
4. One of your team members has just returned to the desk after another period of being off work due to illness. They appear irritable and untalkative. What do you think is the most likely reason for this?
(Choose 1)
A) They cycle to work through heavy traffic.
B) They have found a new member of the team sitting at their desk.
C) They are experiencing personal problems at home.
D) The Service Desk is on the 3rd Floor and there is no lift.
5. Why is a code of conduct important in a successful support environment?
(Choose 1)
A) A code of conduct provides clarity of penalties for all complaints.
B) A code of conduct documents exceptions to the rules.
C) A code of conduct ensures the expected behaviour of other staff towards Service Desk personnel.
D) A code of conduct ensures compliance from all employees.
E) A code of conduct describes what behaviour is deemed to be ethical.
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A | Question # 3 Answer: B | Question # 4 Answer: C | Question # 5 Answer: E |
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