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HDI Service Desk Manager (SDM) Sample Questions:

1. The success of SLAs can be evaluated by which measure?
(Choose 1)

A) Increase in customer satisfaction.
B) Improved quality of the Configuration Management Database (CMDB).
C) Increased incidents logged.
D) Reduction in Service Desk headcount.

2. What is a best practice for negotiating successfully with customers?
(Choose 1)

A) Maintain a strong and assertive stance towards the customer.
B) Emphasise the details of the customers concerns.
C) Offer several options for the customer to choose from.
D) Seek clarity on the source of issues or problems.

3. You are giving a presentation to other support teams that explains why your service desk is implementing a Customer Satisfaction Survey programme. What two techniques should you use to ensure that your audience is engaged with what you are telling them?
(Choose 2)

A) Provide tea and biscuits for them.
B) Tell them that they will not be involved - directly or indirectly.
C) Ask them some open questions.
D) Describe a possible scenario for the situation three months after the survey.

4. If you are looking to motivate your Service Desk staff, which of these statements most closely matches how you would want them to perceive you?
(Choose 1)

A) As an exceptional, innovative and demanding leader.
B) As an outstanding motivational speaker.
C) As an approachable, nice and understanding person.
D) As being excellent in inspiring people to achieve a new vision.

5. What is a key requirement for effective Risk Management?
(Choose 1)

A) The identification and selection of methods by which to undertake risk analysis.
B) The identification of the stakeholders required to support the proposed activity.
C) The identification, selection and adoption of counter-measures to identified risks.
D) The identification of risks and reporting on them.

Solutions: