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HDI Service Desk Manager (SDM) Sample Questions:

1. You are planning to implement self-service as another option for your customers for their service and support requirements. What would you describe as three key customer benefits of this option?
(Choose 3)

A) It enables customers to update the schedules.
B) It enables customers to check call status.
C) It enables customers to make their own amendments to procedures.
D) It allows customers to log their own requests and incidents.
E) It allows customers access to the knowledgebase.

2. You are the Service Desks manager and you have been tasked to develop an operational level agreement. With which group are you most likely to be negotiating this agreement?
(Choose 1)

A) Senior management.
B) Another internal support team.
C) A customer focus group.
D) A first level support team.

3. You have been asked to create a knowledgebase by your IT service director. What three activities should you undertake to enable a satisfactory outcome to this task?
(Choose 3)

A) Establish review procedures to test the structure of the knowledgebase.
B) Delegate the task to your team leaders as part of their development programme.
C) Evaluate information to assure conformity with the required standards.
D) Request a part-time resource to assist you with the task.
E) Review all solutions to verify their validity and content.

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

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

5. What best describes the goals of IT Service Management?
(Choose 1)

A) IT Service Management aligns business services to IT services.
B) IT Service Management means that organisational needs are controlled by IT services.
C) IT Service Management means that IT services are visibly controlled by the organisation.
D) IT Service Management aligns IT services to the organisations needs.

Solutions: