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HDI Service Desk Manager (SDM) Sample Questions:

1. Which metric best reflects the knowledge level of the Service Desks staff?
(Choose 1)

A) Cost per incident.
B) First contact resolution.
C) Average speed to Answer.
D) Customer satisfaction.

2. What is the main purpose of Configuration Management?
(Choose 1)

A) To provide a model of the IT infrastructure.
B) To manage assets and control costs in the IT infrastructure.
C) To manage risk by documenting the infrastructure and all equipment.
D) To support Incident management with accurate configuration information.

3. What is a best practice to follow when you are taking actions that will affect other departments or teams?
(Choose 1)

A) Implement your ideas as soon as you have decided on the best course of action.
B) Make a presentation to other teams letting them know what you have done.
C) Discuss with other managers to identify the possible effects of your actions on others.
D) Give serious consideration to what people will think of you if your ideas do not work.

4. What is the primary advantage of providing deskside support?
(Choose 1)

A) Providing deskside support resolves incidents faster than by handling them on the phone.
B) Providing deskside support allows incidents to be resolved when they cannot be resolved remotely.
C) Providing deskside support removes the emotional aspect of the incident.
D) Providing deskside support gives the deskside support agent enough work to justify her employment.

5. What is a good way of encouraging staff to develop their skills?
(Choose 1)

A) Send them on interesting courses.
B) Allow them to choose their own skills development path.
C) Encourage the HR department to work with your team.
D) Develop education programmes that reward initiative.

Solutions: