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HDI Service Desk Manager (SDM) Sample Questions:

1. What is the purpose of a vision statement?
(Choose 1)

A) To inform customers about strategy outcomes and benefits.
B) To develop a strategy for business enhancements.
C) To stretch peoples capabilities to the maximum.
D) To provide a longer term view of what the Service Desk wishes to become.

2. Which two of these statements best match your understanding of stress?
(Choose 2)

A) Stress is heightened personal awareness of a threat.
B) Stress is a reaction to a change.
C) Stress is a crucial motivational force.
D) Stress is a negative drag on enthusiasm levels in a team.
E) Stress is natural and it can have positive or negative impacts.

3. 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 should be more visible in the company.
B) Your team is short-staffed due to training commitments.
C) Your team is unsure of how to resolve the problem.
D) Your team cannot resolve the problem using remote support methods.

4. Which of these considerations is the most important for you to take into account when benchmarking?
(Choose 1)

A) The different corporate cultures.
B) The costing methodology used in the benchmark partners SLAs.
C) The different goals and objectives of each organisation.
D) The number of items in each organisations Configuration Management Database.

5. Which is the best tool for tracking the number of abandoned calls to the Service Desk?
(Choose 1)

A) Incident log.
B) Knowledgebase.
C) Automatic call distributor.
D) Call management system.

Solutions: