HDI Service Desk Manager (SDM) Sample Questions:

1. What is the best description of the Service Desks role in the Incident Management process?
(Choose 1)

A) The Service Desk documents all important customer requests for service.
B) The Service Desk determines the root cause of all incidents.
C) The Service Desk monitors all incidents until they are closed.
D) The Service Desk passes all incidents to the problem management team.

2. The success of SLAs can be evaluated by which measure?
(Choose 1)

A) Increased incidents logged.
B) Improved quality of the Configuration Management Database (CMDB).
C) Reduction in Service Desk headcount.
D) Increase in customer satisfaction.

3. Which actions are most likely to help you develop clear strategies to run your Service Desk effectively?
(Choose 2)

A) Encouraging your staff to participate in intra-departmental projects.
B) Networking with people in other organisations.
C) Acquiring understanding of key business issues for your organization.
D) Attending an executive seminar.
E) Delivering a presentation to your senior management.

4. What is the best description of rightsourcing?
(Choose 1)

A) Rightsourcing determines the source of customer queries and matches them with solutions.
B) Rightsourcing finds the most cost-effective service options for the Service Desk.
C) Rightsourcing matches the right candidates for Service Desk vacancies.
D) Rightsourcing identifies the proper balance of outsourcing and other sourcing options.

5. Which two actions will best provide you with the practical means for understanding cultural differences?
(Choose 2)

A) Watching foreign films.
B) Reading books on outsourcing in other regions.
C) Studying another language. r> D.Self-healing tools remove the emotion from a support request.
D) Visiting other countries.
E) Undertaking research on successful multinational.

Solutions: