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HDI Service Desk Manager (SDM) Sample Questions:

1. You really want to encourage good teamwork in your Service Desk. Which of these activities is the best one to undertake to help you to achieve your objective?
(Choose 1)

A) Work together to accomplish common goals.
B) Organise regular team social events.
C) Ensure a secure working environment.
D) Encourage the personalisation of workstations.

2. What is the best way that you, as a Service Manager, can anticipate problems, develop contingency plans and sustain progress?
(Choose 1)

A) Delegate responsibility for each phase of an initiative.
B) Visualise your next management position.
C) Undertake a gap analysis.
D) Undertake a risk analysis for each phase of an initiative.

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 improve the rapport between customers and analysts.
C) Self-service tools provide consistent responses to repetitive requests.
D) Self-service tools keep customers dependent on the Service Desk.

4. Identify one of the primary tasks in organising your resources.
(Choose 1)

A) Organise frequent motivational sessions with your team.
B) Draw up a monthly rota of shift patterns.
C) Get senior management approval for the resource plan.
D) Align resources to projects or activities.

5. If you are looking to motivate your Service Desk staff, which of these statements most closely matches how you would want them to perceive you?
(Choose 1)

A) As an approachable, nice and understanding person.
B) As an exceptional, innovative and demanding leader.
C) As an outstanding motivational speaker.
D) As being excellent in inspiring people to achieve a new vision.

Solutions: