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HDI Service Desk Manager (SDM) Sample Questions:

1. What is one of the main benefits of implementing a problem management process?
(Choose 1)

A) A problem management process increases first contact resolutions.
B) A problem management process clarifies the required technical expertise for problem elimination.
C) A problem management process minimises the impact of changes.
D) A problem management process eliminates the need for a knowledgebase.

2. Which metric best reflects the knowledge level of the Service Desks staff?
(Choose 1)

A) Customer satisfaction.
B) Cost per incident.
C) First contact resolution.
D) Average speed to Answer.

3. What is an essential key performance indicator to ensure that IT Service Continuity Management is kept up to date?
(Choose 1)

A) Regular inspection of the third party contractor process.
B) Backup logs of key business data files.
C) Regular IT service continuity testing.
D) Clearly documented IT Service Continuity Management procedures.

4. Identify one of the primary tasks in organising your resources.
(Choose 1)

A) Organise frequent motivational sessions with your team.
B) Align resources to projects or activities.
C) Get senior management approval for the resource plan.
D) Draw up a monthly rota of shift patterns.

5. Which two are key characteristics of an effective manager?
(Choose 2)

A) Demands extra effort to meet deadlines.
B) Understands business direction.
C) Develops effective procedures and implements them.
D) Continually champions the business goals and culture.

Solutions: