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HDI Service Desk Manager (SDM) Sample Questions:

1. What is a best practice for keeping employees satisfied and productive?
(Choose 1)

A) Give employees extra breaks from phone work.
B) Praise individuals in private.
C) Remove the burden of making decisions from employees.
D) Treat your staff with respect.

2. What type of survey is the most appropriate to use in order to understand customer satisfaction levels after a software update?
(Choose 1)

A) An e-mail survey.
B) A one-off survey.
C) An ongoing survey.
D) A periodic survey.

3. How would you measure the success of Problem Management?
(Choose 2)

A) Reduced cost per call.
B) A reduced number of incidents at the Service Desk.
C) A reduction in the time taken to resolve known errors.
D) A reduced number of changes.

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

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

A) Rightsourcing finds the most cost-effective service options for the Service Desk.
B) Rightsourcing determines the source of customer queries and matches them with solutions.
C) Rightsourcing matches the right candidates for Service Desk vacancies.
D) Rightsourcing identifies the proper balance of outsourcing and other sourcing options.

Solutions: