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HDI Service Desk Manager (SDM) Sample Questions:

1. You have been asked to create a knowledgebase by your IT service director. What three activities should you undertake to enable a satisfactory outcome to this task?
(Choose 3)

A) Establish review procedures to test the structure of the knowledgebase.
B) Request a part-time resource to assist you with the task.
C) Delegate the task to your team leaders as part of their development programme.
D) Evaluate information to assure conformity with the required standards.
E) Review all solutions to verify their validity and content.

2. What is the difference between incident management and problem management?
(Choose 1)

A) Problem management is focused on helping customers; incident management is focused on processes and procedures.
B) Problem management prevents customers from calling; incident management handles calls when customers do call.
C) Problem management deals with conflicts within an SLA; incident management is independent of the SLA.
D) Problem management finds and eliminates the underlying causes of incidents; incident management resolves incidents as quickly as possible.

3. What are two best practices for retaining valuable members of your team?
(Choose 2)

A) Provide your employees with a clear career path.
B) Pay better than the industry average for the position.
C) Let members of your team figure out the job for themselves.
D) Avoid criticising the members of your team and praise regularly.

4. Which metric best reflects the knowledge level of the Service Desks staff?
(Choose 1)

A) First contact resolution.
B) Customer satisfaction.
C) Average speed to Answer.
D) Cost per incident.

5. What is a key benefit of self-healing tools?
(Choose 1)

A) They allow for better use of IT personnel.
B) They provide the basis for self-service requirements.
C) They support a greater number of staff at first level.
D) They facilitate reduction in the cost of technology.

Solutions: