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HDI Service Desk Manager (SDM) Sample Questions:

1. Which is an effective method for monitoring calls?
(Choose 1)

A) Ask for information about calls from other staff.
B) Check the incident logs.
C) Record the call.
D) Review escalation records.

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

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

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

4. Which two of these statements best match your understanding of stress?
(Choose 2)

A) Stress is heightened personal awareness of a threat.
B) Stress is a reaction to a change.
C) Stress is a crucial motivational force.
D) Stress is natural and it can have positive or negative impacts.
E) Stress is a negative drag on enthusiasm levels in a team.

5. What are two of the best uses of self-service technology?
(Choose 2)

A) Self-service technology gives customers the ability to solve problems on their own.
B) Self service technology allows customers to find information on procedures.
C) Self-service technology maintains an inventory of equipment.
D) Self-service technology allows customers to comment on the performance of support staff.
E) Self-service technology helps customers talk to one another about problems.

Solutions: