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HDI Service Desk Manager (SDM) Sample Questions:

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

2. What are two of the key roles of the Service Desk in most organisations?
(Choose 2)

A) The key role of the Service Desk is to enforce service level agreements.
B) The key role of the Service Desk is to ensure that all metrics are maintained and distributed.
C) The key role of the Service Desk is to demonstrate its value to the organisation it serves.
D) The key role of the Service Desk is to provide technical support services to the executives in a timely manner.
E) The key role of the Service Desk is responsibility for the management of incidents.

3. What is one increasingly common Service Desk technology?
(Choose 1)

A) Electronic paging boards.
B) Knowledge management systems.
C) Desktop system failure software.
D) Network monitoring software.

4. What is a primary benefit of having security policies in a Service Desk?
(Choose 1)

A) Security levels are agreed, measured and monitored.
B) Security policies allow the Service Desk to stay open later.
C) Security policies limit Internet access for all of the companys employees.
D) Security policies ensure that customers cannot carry out illegal transactions.

5. Following a team discussion about customer satisfaction levels, a team member approaches you with several ideas on how to better understand customer needs and expectations. You ask them to produce a presentation for the next team meeting. What three leadership characteristics did you use?
(Choose 3)

A) Execution of plans.
B) Encouraging participation.
C) Effective delegation.
D) Encouraging team building.
E) Encouraging creativity.

Solutions: