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HDI Service Desk Manager (SDM) Sample Questions:

1. If a member of your team is unable to converse easily with a customer, due to lack of sufficient fluency in their language, which courses of action would be the best to take?
(Choose 2)

A) Ask a colleague on the service desk to take the call instead of you.
B) Ask the customer if a colleague at their site can help with the conversation.
C) Ask the customer to e-mail them later.
D) Ask the customer to find a translation service and call you back.

2. What type of survey is the most appropriate to use in order to understand customer satisfaction levels after a software update?
(Choose 1)

A) A periodic survey.
B) An ongoing survey.
C) A one-off survey.
D) An e-mail survey.

3. Real-time, virtual and decentralised are all examples of what aspect of support?
(Choose 1)

A) Distribution centres.
B) Service Desks.
C) Release management.
D) Change management.
E) Warehouse management systems.

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

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

5. What is considered to be a type of one-way information gathering?
(Choose 1)

A) Chat room.
B) Using open questions.
C) Telephone conversation.
D) Voice mail.

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