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HDI Service Desk Manager (SDM) Sample Questions:

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

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

2. Which of these is a method for monitoring incidents?
(Choose 1)

A) Carrying out regular customer follow-ups and satisfaction surveys.
B) Listening to customer/analyst calls.
C) Reviewing the incident log daily by type of incident.
D) Regularly checking on the incident management knowledgebase.

3. What is the key benefit of telephone support?
(Choose 1)

A) It provides an effective barrier against emotions.
B) It minimises the need for desk side support.
C) It tells you about the customers emotional state.
D) It is faster than self-service.

4. Which measure would not be attributable to Incident Management?
(Choose 1)

A) First contact resolution on the Service Desk.
B) Error control.
C) SLA performance.
D) Cost per incident.

5. What is the best explanation of strategic planning?
(Choose 1)

A) The detailed plan for achieving the objectives set by the strategic plan.
B) Development of corporate strategies for promotion of services.
C) Medium-term projects that are necessary to enable realisation of the long term projects.
D) A long-term vision of what an organisation needs to achieve in order to meet its objectives.

Solutions: