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HDI Service Desk Manager (SDM) Sample Questions:

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

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

2. Why would you carry out an annual customer satisfaction survey?
(Choose 1)

A) To establish customer perception of the Service Desk over the period.
B) In order to boost the Service Desks image and morale.
C) To identify customers who need better IT education.
D) To show the percentage of customers using the latest system releases.

3. What three steps should be included when calculating Return On Investment?
(Choose 3)

A) Report findings.
B) Provide timeframe estimates for future service improvements.
C) Identify cost savings or productivity benefits.
D) Identify operational quality improvements.
E) Provide alternative suggestions for service desk staffing.

4. Which statement most accurately describes what must be included in an IT change management process?
(Choose 1)

A) The Service Desk must commit to the change even if it fails.
B) Any cross-cultural communication issues must be rectified.
C) The possible risks of the proposed change must be assessed.
D) The service level agreement must be modified to include the change.

5. Which three are typical characteristics of successful projects?
(Choose 3)

A) Meetings are scheduled according to availability of staff.
B) A plan is developed for all aspects of communication.
C) The number of people required for the project is agreed on.
D) All Interested parties are recognized.
E) The project is not discussed openly until project completion.

Solutions: