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HDI Service Desk Manager (SDM) Sample Questions:

1. You are asked by your IT Director to write a report for the Board on the manner in which the Service Desk is supporting the strategic plans of the organisation. What key point does this request demonstrate?
(Choose 1)

A) That your understanding of the expected and desired role of the Service Desk is recognized.
B) That your offering to work over the holiday period has been appreciated and this is a way to get you noticed.
C) That your request for additional service desk staff will be agreed to.
D) That your marketing strategy is succeeding.

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

3. What is the key benefit of telephone support?
(Choose 1)

A) It is faster than self-service.
B) It tells you about the customers emotional state.
C) It minimises the need for desk side support.
D) It provides an effective barrier against emotions.

4. What is the best description of knowledge management?
(Choose 1)

A) Knowledge management provides information to management about each reported incident.
B) Knowledge management is a process by which customers send useful solutions to support staff.
C) Knowledge management is the key component of a service level agreement.
D) Knowledge management is the capture and reuse of business and technical information in an organisation.

5. What process is used to document and monitor the Service Desks service objectives and goals?
(Choose 1)

A) Objective management.
B) Risk management.
C) Service level management.
D) Performance management.

Solutions: