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HDI Service Desk Manager (SDM) Sample Questions:

1. If a member of your team is unable to converse easily with a customer, due to lack of sufficient fluency in their language, which courses of action would be the best to take?
(Choose 2)

A) Ask the customer if a colleague at their site can help with the conversation.
B) Ask a colleague on the service desk to take the call instead of you.
C) Ask the customer to e-mail them later.
D) Ask the customer to find a translation service and call you back.

2. Why is a code of conduct important in a successful support environment?
(Choose 1)

A) A code of conduct ensures compliance from all employees.
B) A code of conduct provides clarity of penalties for all complaints.
C) A code of conduct documents exceptions to the rules.
D) A code of conduct ensures the expected behaviour of other staff towards Service Desk personnel.
E) A code of conduct describes what behaviour is deemed to be ethical.

3. What is the most important benefit of IT configuration management?
(Choose 1)

A) IT configuration management recovers critical systems information after a software failure.
B) IT configuration management allows information to be automatically entered into the knowledge base.
C) IT configuration management enables more efficient usage of software.
D) IT configuration management identifies illegally installed or unlicensed software.

4. What is considered a best practice for providing direction and focus under chaotic circumstances?
(Choose 1)

A) Assure staff that they will be alright.
B) Tell staff absolutely everything you know about the situation.
C) Empathise with your team members.
D) Advise staff that big changes are imminent.

5. What is a key benefit of change management?
(Choose 1)

A) Minimised service disruption.
B) A reduction in the number of problems.
C) An accurate Configuration Management Database (CMDB).
D) An increased number of changes.

Solutions: