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HDI Service Desk Manager (SDM) Sample Questions:

1. What are three key indicators that show that one of your team might be undergoing stress in their life?
(Choose 3)

A) They are often late for work and get irritable when it is mentioned.
B) They seem to get into a lot of arguments and are always very cynical.
C) They have a lot of folders open on their desk and always appear to have too much work to do.
D) They are supporting a new application that they dont like and are reluctant to talk to the development team about it.

2. What is a common type of customer satisfaction survey used by the Service Desk?
(Choose 1)

A) An email survey scheduled for every Tuesday.
B) A telephone survey to 25 customers a day.
C) An annual or periodic survey.
D) A selective survey.

3. Which of the following best demonstrates the success of Service Level Management?
(Choose 1)

A) Management buy-in is obtained.
B) Incident management is in place.
C) Detailed OLAs are agreed and in place.
D) Internal charging is introduced.

4. What are three activities to take when developing the IT Service Continuity management process?
(Choose 3)

A) Undertake a business impact assessment.
B) Perform risk analysis.
C) Implement stand-by procedures.
D) Determine the strategy.

5. Which of these is a method for monitoring incidents?
(Choose 1)

A) Reviewing the incident log daily by type of incident.
B) Carrying out regular customer follow-ups and satisfaction surveys.
C) Listening to customer/analyst calls.
D) Regularly checking on the incident management knowledgebase.

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