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HDI Service Desk Manager (SDM) Sample Questions:
1. What problem are you most likely to encounter when computer telephony integration is integrated with an incident management system?
(Choose 1)
A) The screen layouts may be unpopular with support staff.
B) The customer may become confused by the number of options offered.
C) The Service Desk may not be able to take calls from certain customers.
D) The call handling process may become slower..
2. What is the greatest benefit of implementing an IT change management process?
(Choose 1)
A) The change management process improves the productivity of customers.
B) The change management process ensures that all changes will be successful.
C) The change management process prevents unauthorised changes from being made.
D) The change management process eliminates the damage created by unnecessary changes.
3. What is the formula for calculating return on investment?
(Choose 1)
A) Value / Cost *100
B) Cost / Value *100
C) ((Value - Cost) / Cost) * 100
D) (Cost - Value) / Value *100
4. Which metric best reflects the knowledge level of the Service Desks staff?
(Choose 1)
A) First contact resolution.
B) Cost per incident.
C) Customer satisfaction.
D) Average speed to Answer.
5. Identify one of the primary tasks in organising your resources.
(Choose 1)
A) Get senior management approval for the resource plan.
B) Align resources to projects or activities.
C) Organise frequent motivational sessions with your team.
D) Draw up a monthly rota of shift patterns.
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: C | Question # 3 Answer: C | Question # 4 Answer: A | Question # 5 Answer: B |
By Montague
