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HDI Service Desk Manager (SDM) Sample Questions:

1. What is the best way that you, as a Service Manager, can anticipate problems, develop contingency plans and sustain progress?
(Choose 1)

A) Undertake a gap analysis.
B) Undertake a risk analysis for each phase of an initiative.
C) Delegate responsibility for each phase of an initiative.
D) Visualise your next management position.

2. You are introducing a self-service option as another channel of support for your customers to use. What three things will this will enable them to do?
(Choose 3)

A) Find out where the nearest technology suppliers are based.
B) Update contact information.
C) Discover what the SLA contains.
D) Find details of password reset options.
E) Request a change to their work schedule.

3. You are arranging a strategy planning meeting with representatives from IT and other areas within the organisation. What two actions must you take to ensure a successful meeting?
(Choose 2)

A) Work to flexible timings according to individual preferences.
B) Provide an adequate room with plenty of refreshments.
C) Practice effective time management.
D) Provide adequate notice of the meeting to participants.
E) Produce a list of possible participants.

4. One of your team members has just returned to the desk after another period of being off work due to illness. They appear irritable and untalkative. What do you think is the most likely reason for this?
(Choose 1)

A) They have found a new member of the team sitting at their desk.
B) They are experiencing personal problems at home.
C) The Service Desk is on the 3rd Floor and there is no lift.
D) They cycle to work through heavy traffic.

5. Which is the key benefit to be achieved from Incident Management?
(Choose 1)

A) Improved customer feedback.
B) Reduced incidents.
C) Accurate SLA reporting.
D) Operational targets reflect IT needs.

Solutions: