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HDI Service Desk Manager (SDM) Sample Questions:

1. Which of these are important benefits of having an effective team?
(Choose 2)

A) Improved staff and customer relations.
B) A willingness to collaborate with and assist other team members.
C) Exemplary time management.
D) Improved task scheduling.
E) Improved acceptance of your team by other departments.

2. Why is a code of conduct important in a successful support environment?
(Choose 1)

A) A code of conduct ensures compliance from all employees.
B) A code of conduct documents exceptions to the rules.
C) A code of conduct ensures the expected behaviour of other staff towards Service Desk personnel.
D) A code of conduct describes what behaviour is deemed to be ethical.
E) A code of conduct provides clarity of penalties for all complaints.

3. Which statement most accurately describes what must be included in an IT change management process?
(Choose 1)

A) The possible risks of the proposed change must be assessed.
B) The service level agreement must be modified to include the change.
C) The Service Desk must commit to the change even if it fails.
D) Any cross-cultural communication issues must be rectified.

4. What are three purposes of a customer satisfaction survey?
(Choose 3)

A) Identify the quality of customer usage of IT Services.
B) Find out if the customers are talking to outsourcing companies.
C) Benchmark customer satisfaction.
D) Identify new services or products that customers indicate they require.
E) Find out what customers think of IT services.

5. What is the best description of off-site outsourcing?
(Choose 1)

A) Off-site outsourcing is the use of a 3rd party to complement the services your team provide.
B) Off-site outsourcing is the use of an external supplier to provide required services for your organisation, using their own facilities.
C) Off-site outsourcing is a poor substitute for loyal employees.
D) Off-site outsourcing is the structured downsizing of a Service Desk.

Solutions: