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HDI Service Desk Manager (SDM) Sample Questions:

1. Identify one of the primary tasks in organising your resources.
(Choose 1)

A) Align resources to projects or activities.
B) Organise frequent motivational sessions with your team.
C) Get senior management approval for the resource plan.
D) Draw up a monthly rota of shift patterns.

2. What is the main purpose of Configuration Management?
(Choose 1)

A) To manage risk by documenting the infrastructure and all equipment.
B) To provide a model of the IT infrastructure.
C) To support Incident management with accurate configuration information.
D) To manage assets and control costs in the IT infrastructure.

3. What is the primary advantage of using remote support?
(Choose 1)

A) Remote support allows the customer to solve problems without contacting an analyst.
B) Remote support reduces the overall cost of support.
C) Remote support removes all responsibility for solving problems from the customer.
D) Remote support decreases the number of analysts needed to support customers.

4. What three steps should be included when calculating Return On Investment?
(Choose 3)

A) Provide alternative suggestions for service desk staffing.
B) Identify operational quality improvements.
C) Report findings.
D) Provide timeframe estimates for future service improvements.
E) Identify cost savings or productivity benefits.

5. You are planning a marketing campaign to raise customer awareness of the Service Desk and the benefits it brings to the business. What three activities would be most effective in doing this?
(Choose 3)

A) Organise a road show.
B) Schedule your staff to floor walk at regular intervals.
C) Offer customers the opportunity to experience life on the Service Desk.
D) Offer a programme of lunch and learn sessions.
E) Give all customers a stress ball with Service Desk contact details printed on it.

Solutions: