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HDI Service Desk Manager (SDM) Sample Questions:

1. What is the most important benefit of benchmarking?
(Choose 1)

A) Benchmarking provides the basis for improvement initiatives.
B) Benchmarking identifies ways of reducing headcount.
C) Benchmarking justifies requesting additional money for the budget.
D) Benchmarking removes the risk of outsourcing.

2. Which metric best reflects the knowledge level of the Service Desks staff?
(Choose 1)

A) First contact resolution.
B) Customer satisfaction.
C) Average speed to Answer.
D) Cost per incident.

3. What is a primary objective for using self-service tools in a Service Desk?
(Choose 1)

A) Self-service tools encourage more customers to call for support.
B) Self-service tools keep customers dependent on the Service Desk.
C) Self-service tools provide consistent responses to repetitive requests.
D) Self-service tools improve the rapport between customers and analysts.

4. How will a SWOT best assist you in developing your teams performance?
(Choose 1)

A) A SWOT provides an opportunity to hold regular meetings with your team.
B) A SWOT helps you identify marketing opportunities as it shows the teams strengths.
C) A SWOT helps you identify areas for growth for your team.
D) A SWOT enables you to identify incentives that are attractive to your team.

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

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

Solutions: