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HDI Service Desk Manager (SDM) Sample Questions:

1. What two steps should we take to manage the service expectations of stakeholders?
(Choose 2)

A) Build a catalogue of systems for all customers.
B) Provide several channels that provide information about the Service Desk.
C) Build SLAs based on IT measures.
D) Use KPIs to calculate service ROI.
E) Use customer surveys to identify business needs.

2. What is the best description of self-healing tools?
(Choose 1)

A) Self-healing tools identify when a problem has occurred and automatically corrects it.
B) Self-healing tools remove the emotion from a support request.
C) Self-healing tools immediately dispatch an engineer when a customer makes a request.
D) Self-healing tools allow an analyst to control a customer desktop remotely.

3. What is a common type of customer satisfaction survey used by the Service Desk?
(Choose 1)

A) An annual or periodic survey.
B) A selective survey.
C) An email survey scheduled for every Tuesday.
D) A telephone survey to 25 customers a day.

4. What is the most important reason for documenting processes and procedures?
(Choose 1)

A) Documenting processes and procedures provides information for subject matter experts.
B) Documenting processes and procedures is a requirement for incident management.
C) Documenting processes and procedures encourages adherence to policies and procedures.
D) Documenting processes and procedures allows analysts to display their creative sides.

5. What is an objective of a quality assurance programme?
(Choose 1)

A) To align IT and business resource management.
B) To determine the number of Service Desk staff required.
C) To agree with the customer about how IT services should be delivered.
D) To achieve continuous improvement of the cost effectiveness of IT services.

Solutions: