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HDI Service Desk Manager (SDM) Sample Questions:

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

2. What is the most likely advantage of off-site outsourcing?
(Choose 1)

A) Off-site outsourcing increases capital expenditure and headcount.
B) Off-site outsourcing reduces capital expenditure and increases headcount.
C) Off-site outsourcing increases capital expenditure and reduces headcount.
D) Off-site outsourcing reduces capital expenditure and headcount.

3. 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 inform customers about strategy outcomes and benefits.
D) To develop a strategy for business enhancements.

4. Which are the two most appropriate situations for providing deskside support?
(Choose 2)

A) Provide deskside support if you must replace the customers hardware.
B) Provide deskside support if you need to calm the customer down.
C) Provide deskside support to address an urgent requirement.
D) Provide deskside support if the Service Desk is not busy.
E) Provide deskside support only if the SLA requires it.

5. What is the primary advantage of using remote support?
(Choose 1)

A) Remote support decreases the number of analysts needed to support customers.
B) Remote support reduces the overall cost of support.
C) Remote support removes all responsibility for solving problems from the customer.
D) Remote support allows the customer to solve problems without contacting an analyst.

Solutions: