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HDI Service Desk Manager (SDM) Sample Questions:

1. What is a best practice for recruiting the best possible staff?
(Choose 1)

A) Recruit only from the pool of recent college graduates.
B) Let your team interview prospective employees.
C) Focus on the technical skills of prospective employees.
D) Rehire previous employees who already know the job.

2. Which is a framework or standard for service desk best practice?
(Choose 1)

A) ISO9002
B) ITIL.
C) Six sigma.
D) COBIT.
E) TQM.

3. Which statement best describes two basic components of problem management?
(Choose 1)

A) Change control and incident control.
B) Document control and service control.
C) Error control and problem control.
D) Knowledge control and time control.

4. Which two are key characteristics of an effective manager?
(Choose 2)

A) Develops effective procedures and implements them.
B) Demands extra effort to meet deadlines.
C) Understands business direction.
D) Continually champions the business goals and culture.

5. Your team is expected to resolve most incidents and problems themselves without sending deskside personnel to support the customer. However, there are occasions when the team needs to offer deskside support. What is the best reason for using deskside support?
(Choose 1)

A) Your team cannot resolve the problem using remote support methods.
B) Your team should be more visible in the company.
C) Your team is short-staffed due to training commitments.
D) Your team is unsure of how to resolve the problem.

Solutions: