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HDI Service Desk Manager (SDM) Sample Questions:

1. As a manager, how can you best adapt yourself to new and changing demands to maintain and enhance your personal development?
(Choose 1)

A) Control your own working time and environment.
B) Take on projects that are outside your comfort zone.
C) Practice formal time management.
D) Stick to your strengths and positive attributes.

2. What is coaching?
(Choose 1)

A) The process of helping to enable the team to build their strengths based on a co-operative relationship.
B) Showing staff examples of excellent performance so they can follow the lead.
C) Getting better performing staff to work with poorer performers to show them how to do better.
D) How to structure a dynamic team.

3. What are two standard operational metrics for Change management?
(Choose 2)

A) How many RFCs have been discussed over a period of time.
B) How many RFCs have been submitted over a period of time.
C) How many CAB members attended meetings over a period of time.
D) How many RFCs have been rejected over a period of time.

4. What are the two best descriptions of the role of telephone support?
(Choose 2)

A) It uses an effective process for call escalation if the analyst is unable to resolve the call.
B) It is the preferred method of support for all customers.
C) It is the most cost-effective method of support.
D) It may offer levels II and III support.

5. What typical performance feature would you expect from your ACD?
(Choose 1)

A) The ability to tell customers the analyst waiting time.
B) The ability to eliminate 99% of abandoned call issues.
C) The ability to route calls to correct customer groups.
D) The ability to route calls to a correctly skilled analyst.

Solutions: