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HDI Service Desk Manager (SDM) Sample Questions:

1. What is an essential key performance indicator to ensure that IT Service Continuity Management is kept up to date?
(Choose 1)

A) Regular IT service continuity testing.
B) Regular inspection of the third party contractor process.
C) Clearly documented IT Service Continuity Management procedures.
D) Backup logs of key business data files.

2. You are the Service Desks manager and you have been tasked to develop an operational level agreement. With which group are you most likely to be negotiating this agreement?
(Choose 1)

A) A customer focus group.
B) A first level support team.
C) Another internal support team.
D) Senior management.

3. You manage an internal Service Desk and are about to roll out a major project.
Call volume is expected to increase as a result and you are looking for outside help from another organisation.
You require the organisations staff to work on your site. What best describes the solution you are considering? (Choose 1)

A) Recruiting. rialZ br
B) Insourcing.
C) On-site outsourcing.
D) Off-site outsourcing.

4. What are two quality assurance methods for monitoring analyst productivity?
(Choose 2)

A) Regular KPI monitoring.
B) Video monitoring.
C) System network monitoring.
D) Interactive voice response monitoring.
E) Random call monitoring.

5. What is one of the main benefits of incident monitoring?
(Choose 1)

A) It identifies areas where analyst skills can be improved.
B) It provides excellent examples of unique call handling techniques.
C) It allows regular assessment of incident types.
D) It ensures consistent first level responses.

Solutions: