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HDI Service Desk Manager (SDM) Sample Questions:

1. What is a best practice to follow when you are taking actions that will affect other departments or teams?
(Choose 1)

A) Implement your ideas as soon as you have decided on the best course of action.
B) Make a presentation to other teams letting them know what you have done.
C) Give serious consideration to what people will think of you if your ideas do not work.
D) Discuss with other managers to identify the possible effects of your actions on others.

2. What is the most important factor when developing a workforce schedule?
(Choose 1)

A) Total workstations available.
B) Budget restraints.
C) Projected call volume.
D) Type of support to be provided.

3. What are two of the best uses of self-service technology?
(Choose 2)

A) Self-service technology allows customers to comment on the performance of support staff.
B) Self service technology allows customers to find information on procedures.
C) Self-service technology maintains an inventory of equipment.
D) Self-service technology gives customers the ability to solve problems on their own.
E) Self-service technology helps customers talk to one another about problems.

4. What is a key benefit of self-healing tools?
(Choose 1)

A) They facilitate reduction in the cost of technology.
B) They support a greater number of staff at first level.
C) They provide the basis for self-service requirements.
D) They allow for better use of IT personnel.

5. What type of survey is the most appropriate to use in order to understand customer satisfaction levels after a software update?
(Choose 1)

A) A one-off survey.
B) An e-mail survey.
C) A periodic survey.
D) An ongoing survey.

Solutions: