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HDI Service Desk Manager (SDM) Sample Questions:

1. Which is the key benefit to be achieved from Incident Management?
(Choose 1)

A) Improved customer feedback.
B) Reduced incidents.
C) Operational targets reflect IT needs.
D) Accurate SLA reporting.

2. Part of your induction programme for a new starter includes assignment of a buddy for the duration of their induction. What are two of the most important reasons for doing this?
(Choose 2)

A) It speeds up the process of getting them to a level of acceptable competency.
B) It creates a sense of security for the new team member.
C) They have less need to refer to the standard operating procedures.
D) To be assigned as a buddy is part of your teams KPIs.

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

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

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

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

5. Which measure would not be attributable to Incident Management?
(Choose 1)

A) Cost per incident.
B) SLA performance.
C) Error control.
D) First contact resolution on the Service Desk.

Solutions: