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HDI Service Desk Manager (SDM) Sample Questions:

1. How would you measure the success of Problem Management?
(Choose 2)

A) A reduced number of changes.
B) A reduced number of incidents at the Service Desk.
C) Reduced cost per call.
D) A reduction in the time taken to resolve known errors.

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

3. A customer calls from within your office complex. They are having trouble configuring the new order management software on their computer. It is 5:50 p.m., and your support desk closes at 6:00 p.m. What is the best method your analysts should use to resolve this problem?
(Choose 1)

A) Transfer the customer to the software vendor for support.
B) Talk the customer through the steps to resolve the problem.
C) Dispatch a deskside support analyst to address the incident.
D) Schedule a callback to resolve the problem in the morning.

4. Why is a code of conduct important in a successful support environment?
(Choose 1)

A) A code of conduct ensures the expected behaviour of other staff towards Service Desk personnel.
B) A code of conduct documents exceptions to the rules.
C) A code of conduct ensures compliance from all employees.
D) A code of conduct describes what behaviour is deemed to be ethical.
E) A code of conduct provides clarity of penalties for all complaints.

5. What are two key objectives of the IT change management process?
(Choose 2)

A) To ensure changes are processed efficiently.
B) To ensure the customers are unaware of changes.
C) To ensure that all changes are processed rapidly.
D) To ensure a standard approach to changes is utilised.
E) To ensure that changes are approved on a basis of cost.

Solutions: