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HDI Service Desk Manager (SDM) Sample Questions:

1. You manage an internal Service Desk and are about to roll out a major project.
Call volume is expected to increase as a result and you are looking for outside help from another organisation.
You require the organisations staff to work on your site. What best describes the solution you are considering? (Choose 1)

A) Off-site outsourcing.
B) On-site outsourcing.
C) Recruiting. rialZ br
D) Insourcing.

2. As a manager, how can you best adapt yourself to new and changing demands to maintain and enhance your personal development?
(Choose 1)

A) Control your own working time and environment.
B) Practice formal time management.
C) Take on projects that are outside your comfort zone.
D) Stick to your strengths and positive attributes.

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

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

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

5. Real-time, virtual and decentralised are all examples of what aspect of support?
(Choose 1)

A) Service Desks.
B) Release management.
C) Warehouse management systems.
D) Change management.
E) Distribution centres.

Solutions: