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HDI Service Desk Manager (SDM) Sample Questions:

1. You are planning to implement self-service as another option for your customers for their service and support requirements. What would you describe as three key customer benefits of this option?
(Choose 3)

A) It enables customers to check call status.
B) It allows customers access to the knowledgebase.
C) It enables customers to make their own amendments to procedures.
D) It allows customers to log their own requests and incidents.
E) It enables customers to update the schedules.

2. What is the primary advantage of providing deskside support?
(Choose 1)

A) Providing deskside support removes the emotional aspect of the incident.
B) Providing deskside support gives the deskside support agent enough work to justify her employment.
C) Providing deskside support allows incidents to be resolved when they cannot be resolved remotely.
D) Providing deskside support resolves incidents faster than by handling them on the phone.

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

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

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 encourages adherence to policies and procedures.
C) Documenting processes and procedures allows analysts to display their creative sides.
D) Documenting processes and procedures is a requirement for incident management.

5. Which manager would be most likely to provide metrics on the number of RFCs submitted as a result of problems?
(Choose 1)

A) The Problem manager.
B) The Change manager.
C) The Service Desk manager.
D) The Release manager.

Solutions: