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HDI Service Desk Manager (SDM) Sample Questions:

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

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

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

3. What are three purposes of a customer satisfaction survey?
(Choose 3)

A) Identify the quality of customer usage of IT Services.
B) Find out if the customers are talking to outsourcing companies.
C) Find out what customers think of IT services.
D) Identify new services or products that customers indicate they require.
E) Benchmark customer satisfaction.

4. What are two important actions to take to remove barriers and gain support for projects?
(Choose 2)

A) Determine your team requirements to support the central objectives.
B) Guarantee that Service Desk resources are available.
C) Ensure that all projects comply with the service level agreement.
D) Ensure all projects have a documented business case.
E) Verify that other departments / teams support the project and its objectives.

5. Which of the following best demonstrates the success of Service Level Management?
(Choose 1)

A) Incident management is in place.
B) Internal charging is introduced.
C) Management buy-in is obtained.
D) Detailed OLAs are agreed and in place.

Solutions: