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HDI Service Desk Manager (SDM) Sample Questions:

1. Which best describes the order for developing the Service Level Management process?
(Choose 1)

A) Agree and sign off SLAs and OLAs, then build a service catalogue.
B) Set up SLA reporting, then get customers and IT signed off.
C) Plan, negotiate, implement, deliver.
D) Develop KPIs, then OLAs, then related SLAs within line contracts.

2. What is the primary advantage of using remote support?
(Choose 1)

A) Remote support decreases the number of analysts needed to support customers.
B) Remote support removes all responsibility for solving problems from the customer.
C) Remote support allows the customer to solve problems without contacting an analyst.
D) Remote support reduces the overall cost of support.

3. What is a good way of encouraging staff to develop their skills?
(Choose 1)

A) Send them on interesting courses.
B) Develop education programmes that reward initiative.
C) Allow them to choose their own skills development path.
D) Encourage the HR department to work with your team.

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

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

5. You are meeting with your team to discuss staffing hours. Your team suggests that flexible working hours would better match staffing with workload and that it would also better help staff meet their personal needs. As the manager, what should you do?
(Choose 1)

A) Assign the idea to a corporate consultant for consideration.
B) Execute the suggestion.
C) Inform your team that the suggestion will be considered during the annual planning process.
D) Discuss further with the team, provide feedback and seek consensus before taking further action.

Solutions: