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HDI Service Desk Manager (SDM) Sample Questions:

1. What is the best description of the Service Desks role in the Incident Management process?
(Choose 1)

A) The Service Desk passes all incidents to the problem management team.
B) The Service Desk determines the root cause of all incidents.
C) The Service Desk monitors all incidents until they are closed.
D) The Service Desk documents all important customer requests for service.

2. You have been asked to market the Service Desk by producing a newsletter. What information in the newsletter is most likely to improve the Service Desks reputation and visibility?
(Choose 1)

A) Staff biography.
B) Performance measurements.
C) A company events calendar.
D) Customer of the month.

3. Which statement most accurately describes what must be included in an IT change management process?
(Choose 1)

A) The possible risks of the proposed change must be assessed.
B) The service level agreement must be modified to include the change.
C) Any cross-cultural communication issues must be rectified.
D) The Service Desk must commit to the change even if it fails.

4. Which two actions will best provide you with the practical means for understanding cultural differences?
(Choose 2)

A) Undertaking research on successful multinational.
B) Visiting other countries.
C) Studying another language. r> D.Self-healing tools remove the emotion from a support request.
D) Watching foreign films.
E) Reading books on outsourcing in other regions.

5. Part of your induction programme for a new starter includes assignment of a buddy for the duration of their induction. What are two of the most important reasons for doing this?
(Choose 2)

A) It speeds up the process of getting them to a level of acceptable competency.
B) It creates a sense of security for the new team member.
C) They have less need to refer to the standard operating procedures.
D) To be assigned as a buddy is part of your teams KPIs.

Solutions: