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HDI Service Desk Manager (SDM) Sample Questions:

1. Which factor must be identified for successful service continuity planning?
(Choose 1)

A) Identify which seasonal factors affect the electrical power supply systems.
B) Identify critical applications and their business continuity requirements.
C) Identify senior executives and where they live.
D) Identify offices that are located near airports or city centres.

2. Which is considered to be a business best practice quality model?
(Choose 1)

A) Six Sigma.
B) HDI certification.
C) COBIT.
D) CMM.

3. What typical performance feature would you expect from your ACD?
(Choose 1)

A) The ability to tell customers the analyst waiting time.
B) The ability to route calls to correct customer groups.
C) The ability to eliminate 99% of abandoned call issues.
D) The ability to route calls to a correctly skilled analyst.

4. Your team is working hard, and the atmosphere is busy but friendly. What three key actions have you taken to create this situation?
(Choose 3)

A) Developed a scheme that rewards star performers.
B) Explained the teams goals and objectives.
C) Provided opportunities for development.
D) Offered low basic salaries with high performance related pay possibilities.
E) Provided daily donuts and fruit juice for all the team.
F) Offered your team involvement in decisions that affect them.

5. Why would you carry out an annual customer satisfaction survey?
(Choose 1)

A) To identify customers who need better IT education.
B) In order to boost the Service Desks image and morale.
C) To establish customer perception of the Service Desk over the period.
D) To show the percentage of customers using the latest system releases.

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