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HDI Service Desk Manager (SDM) Sample Questions:

1. What is the primary objective of workforce management?
(Choose 1)

A) To undertake comprehensive research into the workforce management practices of top service organisations.
B) To reduce headcount.
C) To undertake and structure organisational change.
D) To identify the resourcing requirements needed to meet demand and achieve goals.

2. Which of these models could you best use in an IT support environment?
(Choose 1)

A) Distributed contact centre.
B) Business support desk.
C) Virtual distributed Service Desk.
D) Virtual support desk.

3. What is the relationship between the Service Desks average speed to Answer and its abandon rate?
(Choose 1)

A) The average speed to Answer has no effect on the abandon rate.
B) If the average speed to Answer is high then the abandon rate is likely to be low.
C) If the average speed to Answer is high then the abandon rate is likely to be high.
D) If the average speed to Answer is low then the abandon rate is likely to be high.

4. What is the purpose of a vision statement?
(Choose 1)

A) To provide a longer term view of what the Service Desk wishes to become.
B) To stretch peoples capabilities to the maximum.
C) To develop a strategy for business enhancements.
D) To inform customers about strategy outcomes and benefits.

5. If your team is performing effectively, which three of these characteristics should they display?
(Choose 3)

A) A wide range of emotions.
B) A clear sense of dedication and purpose.
C) Involvement in decisions.
D) A clear sense of fun and community.
E) High morale and motivation.
F) A broad mix of skills.

Solutions: