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HDI Service Desk Manager (SDM) Sample Questions:

1. Why is a code of conduct important in a successful support environment?
(Choose 1)

A) A code of conduct documents exceptions to the rules.
B) A code of conduct ensures the expected behaviour of other staff towards Service Desk personnel.
C) A code of conduct ensures compliance from all employees.
D) A code of conduct provides clarity of penalties for all complaints.
E) A code of conduct describes what behaviour is deemed to be ethical.

2. What is the purpose of a vision statement?
(Choose 1)

A) To provide a longer term view of what the Service Desk wishes to become.
B) To stretch peoples capabilities to the maximum.
C) To develop a strategy for business enhancements.
D) To inform customers about strategy outcomes and benefits.

3. Which is the key benefit to be achieved from Incident Management?
(Choose 1)

A) Accurate SLA reporting.
B) Reduced incidents.
C) Operational targets reflect IT needs.
D) Improved customer feedback.

4. What is the primary goal of problem management?
(Choose 1)

A) The primary goal of problem management is to resolve incidents quickly.
B) The primary goal of problem management is to eliminate the cause of incidents.
C) The primary goal of problem management is to reduce the number of incidents.
D) The primary goal of problem management is to restore normal service.

5. What is a good way of encouraging staff to develop their skills?
(Choose 1)

A) Develop education programmes that reward initiative.
B) Encourage the HR department to work with your team.
C) Allow them to choose their own skills development path.
D) Send them on interesting courses.

Solutions: