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HDI Service Desk Manager (SDM) Sample Questions:

1. You are planning a marketing campaign to raise customer awareness of the Service Desk and the benefits it brings to the business. What three activities would be most effective in doing this?
(Choose 3)

A) Offer customers the opportunity to experience life on the Service Desk.
B) Offer a programme of lunch and learn sessions.
C) Give all customers a stress ball with Service Desk contact details printed on it.
D) Schedule your staff to floor walk at regular intervals.
E) Organise a road show.

2. What is the primary objective of customer satisfaction surveys?
(Choose 1)

A) Customer satisfaction surveys demonstrate to senior management that the Service Desk is in demand.
B) Customer satisfaction surveys determine if the Service Desk is following the SLA.
C) Customer satisfaction surveys establish a basis for future pay rises.
D) Customer satisfaction surveys identify what customers feel is important.

3. What is the best way that you, as a Service Manager, can anticipate problems, develop contingency plans and sustain progress?
(Choose 1)

A) Visualise your next management position.
B) Undertake a risk analysis for each phase of an initiative.
C) Undertake a gap analysis.
D) Delegate responsibility for each phase of an initiative.

4. Which three are required activities for a service desk manager when undertaking the financial management of the Service Desk?
(Choose 3)

A) Unit costs calculations and analysis.
B) Stocks and Bonds calculations.
C) Budgeting calculations.
D) Staffing policies and procedures.
E) Return on investment calculations.

5. Which definition best describes an IT service catalogue?
(Choose 1)

A) A service catalogue is a detailed list of applications and sub-systems.
B) A service catalogue is a list of all IT systems.
C) A service catalogue is a customer driven document detailing the contractual obligations of IT.
D) A service catalogue is a record of systems and services in the SLA.
E) A service catalogue is a list of business services provided by IT.

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