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HDI Service Desk Manager (SDM) Sample Questions:

1. What is the purpose of a vision statement?
(Choose 1)

A) To provide a longer term view of what the Service Desk wishes to become.
B) To inform customers about strategy outcomes and benefits.
C) To stretch peoples capabilities to the maximum.
D) To develop a strategy for business enhancements.

2. What are two quality assurance methods for monitoring analyst productivity?
(Choose 2)

A) Random call monitoring.
B) Interactive voice response monitoring.
C) Video monitoring.
D) System network monitoring.
E) Regular KPI monitoring.

3. Which process within the Service Desk focuses on capturing, structuring, and sharing information?
(Choose 1)

A) Knowledge management.
B) Change management.
C) Problem management.
D) Incident management.

4. Which metric should you use to evaluate the success of Change Management?
(Choose 1)

A) Increasing number of normal changes (RFCs)
B) Reduction in service disruption.
C) Reduction in cost per incident.
D) Increasing number of service requests.

5. What is the best description of benchmarking in a Service Desk?
(Choose 1)

A) Benchmarking is a marketing tool that increases the Service Desks visibility to its customers.
B) Benchmarking is determining whether the knowledge base is complete and filling in any gaps.
C) Benchmarking is allowing your support staff to determine the method it will use to provide service.
D) Benchmarking is a comparative study of the Service Desks performance against comparable organisations.

Solutions: