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HDI Service Desk Manager (SDM) Sample Questions:

1. You are planning a marketing campaign to raise customer awareness of the Service Desk and the benefits it brings to the business. What three activities would be most effective in doing this?
(Choose 3)

A) Organise a road show.
B) Give all customers a stress ball with Service Desk contact details printed on it.
C) Schedule your staff to floor walk at regular intervals.
D) Offer customers the opportunity to experience life on the Service Desk.
E) Offer a programme of lunch and learn sessions.

2. Which two of the following are key components of a marketing programme?
(Choose 2)

A) Planning and scheduling ongoing communication.
B) Targeting messages to all IT.
C) Identifying the key customers.
D) Communication to all stakeholders in a similar manner.
E) Defining the message and communicating to the relevant audience.

3. What is the difference between incident management and problem management?
(Choose 1)

A) Problem management prevents customers from calling; incident management handles calls when customers do call.
B) Problem management finds and eliminates the underlying causes of incidents; incident management resolves incidents as quickly as possible.
C) Problem management is focused on helping customers; incident management is focused on processes and procedures.
D) Problem management deals with conflicts within an SLA; incident management is independent of the SLA.

4. What is the best description of the mission statement for a Service Desk?
(Choose 1)

A) The Service Desks mission statement informs customers of strategies for improvement.
B) The Service Desks mission statement describes the purpose of the desk, the services provided and the manner of their delivery.
C) The Service Desks mission statement documents future services to be provided.
D) The Service Desks mission statement explains how service levels will be met.

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

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

Solutions: