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HDI Service Desk Manager (SDM) Sample Questions:

1. What is one of the main benefits of implementing a problem management process?
(Choose 1)

A) A problem management process clarifies the required technical expertise for problem elimination.
B) A problem management process increases first contact resolutions.
C) A problem management process eliminates the need for a knowledgebase.
D) A problem management process minimises the impact of changes.

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

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

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

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

4. You have a member of your team who is well liked by customers and staff alike, and you receive many compliments about him. What is the most likely reason for this?
(Choose 1)

A) He is a flirt with an attractive smile.
B) He is a sympathetic person.
C) He is an empathic person.
D) He is a technical genius.

5. What is an essential key performance indicator to ensure that IT Service Continuity Management is kept up to date?
(Choose 1)

A) Regular IT service continuity testing.
B) Backup logs of key business data files.
C) Regular inspection of the third party contractor process.
D) Clearly documented IT Service Continuity Management procedures.

Solutions: