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HDI Service Desk Manager (SDM) Sample Questions:

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

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

2. Which statement best describes a service level agreement?
(Choose 1)

A) The SLA is an agreement with other internal support groups.
B) The SLA is an agreement to manage changes to services that may be required.
C) The SLA is a document created by Service Desk management.
D) The SLA is a document that sets expectations for customers and the Service Desk.

3. You manage an internal Service Desk and are about to roll out a major project.
Call volume is expected to increase as a result and you are looking for outside help from another organisation.
You require the organisations staff to work on your site. What best describes the solution you are considering? (Choose 1)

A) Off-site outsourcing.
B) Insourcing.
C) Recruiting. rialZ br
D) On-site outsourcing.

4. What is the primary benefit of monitoring incidents in the Service Desk?
(Choose 1)

A) Monitoring incidents allows you to address situations proactively.
B) Monitoring incidents keeps track of important customers.
C) Monitoring incidents keeps problems to a minimum.
D) Monitoring incidents allows you to react quickly to unforeseen situations.

5. Which tool allows the Service Desk to view key performance indicators in real time?
(Choose 1)

A) Computer telephony integration.
B) Incident management systems.
C) Call management software.
D) E-mail routing servers.

Solutions: