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HDI Service Desk Manager (SDM) Sample Questions:

1. What are two key objectives of the IT change management process?
(Choose 2)

A) To ensure a standard approach to changes is utilised.
B) To ensure the customers are unaware of changes.
C) To ensure that all changes are processed rapidly.
D) To ensure that changes are approved on a basis of cost.
E) To ensure changes are processed efficiently.

2. What is the best description of rightsourcing?
(Choose 1)

A) Rightsourcing determines the source of customer queries and matches them with solutions.
B) Rightsourcing matches the right candidates for Service Desk vacancies.
C) Rightsourcing finds the most cost-effective service options for the Service Desk.
D) Rightsourcing identifies the proper balance of outsourcing and other sourcing options.

3. What is the primary benefit of implementing a release management process?
(Choose 1)

A) A release management process eradicates single points of failure.
B) A release management process ensures that the products will be well received by everyone.
C) A release management process enables resources to be utilised more effectively.
D) A release management process allows managers to maintain control over products.

4. 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) An annual or periodic survey.
C) A telephone survey to 25 customers a day.
D) A selective survey.

5. What problem are you most likely to encounter when computer telephony integration is integrated with an incident management system?
(Choose 1)

A) The screen layouts may be unpopular with support staff.
B) The call handling process may become slower..
C) The customer may become confused by the number of options offered.
D) The Service Desk may not be able to take calls from certain customers.

Solutions: