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HDI Service Desk Manager (SDM) Sample Questions:

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

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

2. You are the Service Desks manager and you have been tasked to develop an operational level agreement. With which group are you most likely to be negotiating this agreement?
(Choose 1)

A) Another internal support team.
B) Senior management.
C) A first level support team.
D) A customer focus group.

3. How will a SWOT best assist you in developing your teams performance?
(Choose 1)

A) A SWOT enables you to identify incentives that are attractive to your team.
B) A SWOT helps you identify areas for growth for your team.
C) A SWOT helps you identify marketing opportunities as it shows the teams strengths.
D) A SWOT provides an opportunity to hold regular meetings with your team.

4. Which measure would not be attributable to Incident Management?
(Choose 1)

A) Error control.
B) SLA performance.
C) Cost per incident.
D) First contact resolution on the Service Desk.

5. What is the most likely benefit of introducing an organisational change management process?
(Choose 1)

A) A change management process ensures that all changes will be successful.
B) A change management process improves the organisations performance.
C) A change management process prevents unpopular changes from being made.
D) A change management process eliminates the damage created by unnecessary changes.

Solutions: