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HDI Service Desk Manager (SDM) Sample Questions:

1. What is a best practice for negotiating successfully with customers?
(Choose 1)

A) Stay focused on what is needed rather than on how to get there. support request.
B) Ensure the customer understands that you will decide on the best course of action.
C) Focus on the route you believe resolution should take.
D) Give primary consideration to the technical aspect of the solution.

2. When recruiting new members for your team, what are two of the actions you should undertake to ensure that your recruitment strategy is effective?
(Choose 2)

A) Perform a gap analysis of your team.
B) Ensure the age and gender balance is equal.
C) Offer a low starting salary but describe a possible career path.
D) Make sure job descriptions are accurate.
E) Recruit staff who are younger than you.

3. What is the main purpose of Configuration Management?
(Choose 1)

A) To support Incident management with accurate configuration information.
B) To manage assets and control costs in the IT infrastructure.
C) To manage risk by documenting the infrastructure and all equipment.
D) To provide a model of the IT infrastructure.

4. What are three critical success factors for Incident management?
(Choose 3)

A) Consistency in service quality.
B) All incident logs contain greater detail.
C) The cost of the new call management system is proven.
D) Processes are adhered to.
E) Service level requirements are known and understood.

5. What is the best description of knowledge management?
(Choose 1)

A) Knowledge management is the key component of a service level agreement.
B) Knowledge management provides information to management about each reported incident.
C) Knowledge management is a process by which customers send useful solutions to support staff.
D) Knowledge management is the capture and reuse of business and technical information in an organisation.

Solutions: