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HDI Service Desk Manager (SDM) Sample Questions:

1. What is a typical feature of an IT Service Management system or tool?
(Choose 1)

A) Ability to record, track and manage incidents, problems and changes.
B) Is able to analyse and smooth resource peaks and troughs.
C) Forms the core process element for incident management.
D) Helps customers fix problems more quickly.

2. What is the primary goal of problem management?
(Choose 1)

A) The primary goal of problem management is to eliminate the cause of incidents.
B) The primary goal of problem management is to restore normal service.
C) The primary goal of problem management is to resolve incidents quickly.
D) The primary goal of problem management is to reduce the number of incidents.

3. Which two of the following are key components of a marketing programme?
(Choose 2)

A) Targeting messages to all IT.
B) Communication to all stakeholders in a similar manner.
C) Planning and scheduling ongoing communication.
D) Defining the message and communicating to the relevant audience.
E) Identifying the key customers.

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

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

5. One of the weaker members of your team has displayed a small but sustained improvement in performance. What would be the best way to encourage their continued improvement?
(Choose 1)

A) Reward them when they have displayed ongoing improvement for at least three months.
B) Recognise and reward their improvement promptly.
C) Compliment their improvement during their annual appraisal.
D) Ask your team leader to monitor their performance closely.

Solutions: