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HDI Service Desk Manager (SDM) Sample Questions:

1. Which two statements best describe leadership in a Service Desk?
(Choose 2)

A) A Service Desk leader sides with staff against customers.
B) A Service Desk leader focuses on process rather than efficiency.
C) A Service Desk leader leads by example.
D) A Service Desk leader defines the tasks required.

2. What is the key benefit of telephone support?
(Choose 1)

A) It provides an effective barrier against emotions.
B) It minimises the need for desk side support.
C) It tells you about the customers emotional state.
D) It is faster than self-service.

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

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

4. Which two of these statements best match your understanding of stress?
(Choose 2)

A) Stress is natural and it can have positive or negative impacts.
B) Stress is a crucial motivational force.
C) Stress is a reaction to a change.
D) Stress is heightened personal awareness of a threat.
E) Stress is a negative drag on enthusiasm levels in a team.

5. Which statement best describes IT asset management?
(Choose 1)

A) IT asset management is lifecycle management for IT equipment.
B) IT asset management restricts the improper use of software.
C) IT asset management is a comprehensive IT library.
D) IT asset management controls the Service Desks hardware.

Solutions: