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HDI Service Desk Manager (SDM) Sample Questions:

1. What is one of the main benefits of incident monitoring?
(Choose 1)

A) It allows regular assessment of incident types.
B) It identifies areas where analyst skills can be improved.
C) It ensures consistent first level responses.
D) It provides excellent examples of unique call handling techniques.

2. What are two of the key roles of the Service Desk in most organisations?
(Choose 2)

A) The key role of the Service Desk is to demonstrate its value to the organisation it serves.
B) The key role of the Service Desk is to enforce service level agreements.
C) The key role of the Service Desk is responsibility for the management of incidents.
D) The key role of the Service Desk is to provide technical support services to the executives in a timely manner.
E) The key role of the Service Desk is to ensure that all metrics are maintained and distributed.

3. What is the most important benefit of IT configuration management?
(Choose 1)

A) IT configuration management means that the Service Desk is more likely gain certification status.
B) IT configuration management enables the Service Desk to purchase more IT equipment.
C) IT configuration management sets the Service Desk apart from other departments.
D) IT configuration management facilitates the Service Desks task of re-allocation and reuse of equipment and licenses.

4. Identify one of the primary tasks in organising your resources.
(Choose 1)

A) Draw up a monthly rota of shift patterns.
B) Align resources to projects or activities.
C) Get senior management approval for the resource plan.
D) Organise frequent motivational sessions with your team.

5. What is a best practice for recruiting the best possible staff?
(Choose 1)

A) Rehire previous employees who already know the job.
B) Recruit only from the pool of recent college graduates.
C) Focus on the technical skills of prospective employees.
D) Let your team interview prospective employees.

Solutions: