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HDI Service Desk Manager (SDM) Sample Questions:

1. Identify one of the primary tasks in organising your resources.
(Choose 1)

A) Draw up a monthly rota of shift patterns.
B) Get senior management approval for the resource plan.
C) Align resources to projects or activities.
D) Organise frequent motivational sessions with your team.

2. Which is a key first step in preparing to coach a member of your team?
(Choose 1)

A) Assess their abilities, competencies and commitment level.
B) Ask other team members to highlight the individuals weaknesses.
C) Identify a quiet environment to carry out the coaching.
D) Research the individuals career history.

3. What is the best description of organisational change management?
(Choose 1)

A) Organisational change management is a standard that guides development activities.
B) Organisational change management is a strategic, integrated management system for achieving customer satisfaction.
C) Organisational change management is the process designed to analyse activities to reduce or eliminate certain activities or costs.
D) Organisational change management is a process designed to carry out changes to the organisations structure in a co-ordinated and project-based manner.

4. What is the best description of the role of computer telephony integration?
(Choose 1)

A) Computer telephony integration facilitates the efficient processing of customer contacts.
B) Computer telephony integration enables universal call routing of multiple contact methods.
C) Computer telephony integration combines e-mail and voice mail into a common inbox.
D) Computer telephony integration provides instant online access to voice and data systems.

5. What is the best reason for having security policies in a Service Desk?
(Choose 1)

A) Security policies ensure that security is everyones concern.
B) Security policies are required by IT management.
C) Security policies protect the company and customers from unauthorised access.
D) Security policies safeguard the Service Desks staff from liability.

Solutions: