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HDI Service Desk Manager (SDM) Sample Questions:

1. What are three critical success factors for Incident management?
(Choose 3)

A) Service level requirements are known and understood.
B) Processes are adhered to.
C) Consistency in service quality.
D) The cost of the new call management system is proven.
E) All incident logs contain greater detail.

2. Is it correct to say that in reality the Configuration Management Database must be accurate and up to date?
(Choose 1)

A) Always, without exception.
B) Always, where possible.
C) Sometimes.
D) Only if the CIs are comprehensive.

3. What is the relationship between the Service Desks average speed to Answer and its abandon rate?
(Choose 1)

A) If the average speed to Answer is high then the abandon rate is likely to be low.
B) If the average speed to Answer is low then the abandon rate is likely to be high.
C) The average speed to Answer has no effect on the abandon rate.
D) If the average speed to Answer is high then the abandon rate is likely to be high.

4. What are the two best descriptions of a team player?
(Choose 2)

A) A team player is a person that can be relied upon.
B) A team player is reliable, considerate and respectful of others.
C) A team player meets individual performance goals.
D) A team player has a high customer satisfaction rating.

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

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

Solutions: