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HDI Service Desk Manager (SDM) Sample Questions:

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

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

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

3. What is a best practice for recruiting the best possible staff?
(Choose 1)

A) Recruit only from the pool of recent college graduates.
B) Focus on the technical skills of prospective employees.
C) Let your team interview prospective employees.
D) Rehire previous employees who already know the job.

4. What is the most important benefit of IT configuration management?
(Choose 1)

A) IT configuration management facilitates the Service Desks task of re-allocation and reuse of equipment and licenses.
B) IT configuration management means that the Service Desk is more likely gain certification status.
C) IT configuration management enables the Service Desk to purchase more IT equipment.
D) IT configuration management sets the Service Desk apart from other departments.

5. What problem are you most likely to encounter when computer telephony integration is integrated with an incident management system?
(Choose 1)

A) The Service Desk may not be able to take calls from certain customers.
B) The screen layouts may be unpopular with support staff.
C) The call handling process may become slower..
D) The customer may become confused by the number of options offered.

Solutions: