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HDI Service Desk Manager (SDM) Sample Questions:

1. One of your team members has just returned to the desk after another period of being off work due to illness. They appear irritable and untalkative. What do you think is the most likely reason for this?
(Choose 1)

A) They are experiencing personal problems at home.
B) They cycle to work through heavy traffic.
C) They have found a new member of the team sitting at their desk.
D) The Service Desk is on the 3rd Floor and there is no lift.

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

3. What are two key objectives of the IT change management process?
(Choose 2)

A) To ensure that all changes are processed rapidly.
B) To ensure a standard approach to changes is utilised.
C) To ensure that changes are approved on a basis of cost.
D) To ensure changes are processed efficiently.
E) To ensure the customers are unaware of changes.

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

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

5. What is a typical feature of an IT Service Management system or tool?
(Choose 1)

A) Is able to analyse and smooth resource peaks and troughs.
B) Ability to record, track and manage incidents, problems and changes.
C) Forms the core process element for incident management.
D) Helps customers fix problems more quickly.

Solutions: