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HDI Service Desk Manager (SDM) Sample Questions:

1. You have just downsized your staff by 20 percent. Many members of staff have seen their friends laid-off. Frustration levels are high and support from the remaining staff is in question. What is the best action you can take to provide a positive outlook to your staff?
(Choose 1)

A) Network with your peers to discuss the situation.
B) Hold a roundtable discussion to allow the staff to vent.
C) Concentrate on the goals of the organisation.
D) Give everyone the day off.

2. When recruiting new members for your team, what are two of the actions you should undertake to ensure that your recruitment strategy is effective?
(Choose 2)

A) Make sure job descriptions are accurate.
B) Perform a gap analysis of your team.
C) Recruit staff who are younger than you.
D) Ensure the age and gender balance is equal.
E) Offer a low starting salary but describe a possible career path.

3. You are planning to implement self-service as another option for your customers for their service and support requirements. What would you describe as three key customer benefits of this option?
(Choose 3)

A) It enables customers to update the schedules.
B) It enables customers to check call status.
C) It allows customers to log their own requests and incidents.
D) It enables customers to make their own amendments to procedures.
E) It allows customers access to the knowledgebase.

4. Customers seem reluctant to engage with SLAs. What two arguments can you use to convince them to become involved?
(Choose 2)

A) IT can always deliver what customers want.
B) SLAs will improve working relationships.
C) SLAs allow customers the opportunity to criticise IT.
D) IT will become more streamlined.
E) IT can prioritise resources to address specific requirements.

5. What is a best practice to follow when you are taking actions that will affect other departments or teams?
(Choose 1)

A) Make a presentation to other teams letting them know what you have done.
B) Implement your ideas as soon as you have decided on the best course of action.
C) Discuss with other managers to identify the possible effects of your actions on others.
D) Give serious consideration to what people will think of you if your ideas do not work.

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