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HDI Service Desk Manager (SDM) Sample Questions:

1. What is a key element of the coaching process?
(Choose 1)

A) Schedule a follow-up meeting for a years time.
B) Encouraging participation by using open questions.
C) Pushing the individual to admit weak areas.
D) Encouraging a team ethos in the individual.

2. Customers seem reluctant to engage with SLAs. What two arguments can you use to convince them to become involved?
(Choose 2)

A) IT can always deliver what customers want.
B) SLAs will improve working relationships.
C) IT will become more streamlined.
D) IT can prioritise resources to address specific requirements.
E) SLAs allow customers the opportunity to criticise IT.

3. What are three advantages of using self-service tools in a Service Desk?
(Choose 3)

A) Self-service tools allow the Service Desk to be open for fewer hours.
B) Self-service tools allow for cost-effective service provision.
C) Self-service tools allow customers to access support at any time.
D) Self-service tools allow customers greater independence.
E) Self-service tools allow the Service Desk to reduce its headcount.

4. What is the best description of rightsourcing?
(Choose 1)

A) Rightsourcing determines the source of customer queries and matches them with solutions.
B) Rightsourcing matches the right candidates for Service Desk vacancies.
C) Rightsourcing identifies the proper balance of outsourcing and other sourcing options.
D) Rightsourcing finds the most cost-effective service options for the Service Desk.

5. What is the primary benefit of monitoring incidents in the Service Desk?
(Choose 1)

A) Monitoring incidents keeps problems to a minimum.
B) Monitoring incidents keeps track of important customers.
C) Monitoring incidents allows you to address situations proactively.
D) Monitoring incidents allows you to react quickly to unforeseen situations.

Solutions: