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HDI Service Desk Manager (SDM) Sample Questions:

1. What is a primary objective for using self-service tools in a Service Desk?
(Choose 1)

A) Self-service tools encourage more customers to call for support.
B) Self-service tools provide consistent responses to repetitive requests.
C) Self-service tools improve the rapport between customers and analysts.
D) Self-service tools keep customers dependent on the Service Desk.

2. Which three are required activities for a service desk manager when undertaking the financial management of the Service Desk?
(Choose 3)

A) Staffing policies and procedures.
B) Unit costs calculations and analysis.
C) Stocks and Bonds calculations.
D) Return on investment calculations.
E) Budgeting calculations.

3. What is one increasingly common Service Desk technology?
(Choose 1)

A) Network monitoring software.
B) Electronic paging boards.
C) Knowledge management systems.
D) Desktop system failure software.

4. What type of survey is the most appropriate to use in order to understand customer satisfaction levels after a software update?
(Choose 1)

A) An ongoing survey.
B) A periodic survey.
C) An e-mail survey.
D) A one-off survey.

5. What are three key activities of the incident management process?
(Choose 3)

A) Responsibility for all incidents until they need to be escalated.
B) Tracking incidents.
C) Providing initial root cause analysis.
D) Determining the impact of an incident.
E) Classifying all incidents.

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