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HDI Service Desk Manager (SDM) Sample Questions:

1. Where would you be most likely to find a values statement?
(Choose 1)

A) Mission statement.
B) ROI description.
C) Vision statement.
D) Marketing pamphlets.

2. You manage an internal Service Desk and are about to roll out a major project.
Call volume is expected to increase as a result and you are looking for outside help from another organisation.
You require the organisations staff to work on your site. What best describes the solution you are considering? (Choose 1)

A) Off-site outsourcing.
B) Recruiting. rialZ br
C) On-site outsourcing.
D) Insourcing.

3. What is the best description of knowledge management?
(Choose 1)

A) Knowledge management is the key component of a service level agreement.
B) Knowledge management is the capture and reuse of business and technical information in an organisation.
C) Knowledge management is a process by which customers send useful solutions to support staff.
D) Knowledge management provides information to management about each reported incident.

4. What are two of the best reasons for recording and analysing Service Desk metrics?
(Choose 2)

A) Metrics are used to provide justification for salary increases.
B) Metrics are used to determine scheduling needs.
C) Metrics are used to assess the number of changes planned.
D) Metrics are used to provide information to management.

5. What are two reasonable expectations of customers when contacting the Service Desk?
(Choose 2)

A) Customers should expect all incidents to be fixed at first point of contact.
B) Customers should expect a consistent response to their requirements.
C) Customers should expect the service desk to provide value for the money spent on it.
D) Customers should expect service desk staff to be expert in all technology areas.
E) Customers should expect their status in the organisation to be recognized.

Solutions: