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HDI Service Desk Manager (SDM) Sample Questions:

1. What is the best description of rightsourcing?
(Choose 1)

A) Rightsourcing determines the source of customer queries and matches them with solutions.
B) Rightsourcing identifies the proper balance of outsourcing and other sourcing options.
C) Rightsourcing finds the most cost-effective service options for the Service Desk.
D) Rightsourcing matches the right candidates for Service Desk vacancies.

2. What delivery methods could you use to dynamically speed up first contact resolution and fix time?
(Choose 1)

A) SLA measurement tools.
B) Remote support tools.
C) IVR and CTI.
D) Customer satisfaction surveys.

3. You are giving a presentation to other support teams that explains why your service desk is implementing a Customer Satisfaction Survey programme. What two techniques should you use to ensure that your audience is engaged with what you are telling them?
(Choose 2)

A) Describe a possible scenario for the situation three months after the survey.
B) Provide tea and biscuits for them.
C) Tell them that they will not be involved - directly or indirectly.
D) Ask them some open questions.

4. What is the most important benefit of IT configuration management?
(Choose 1)

A) IT configuration management recovers critical systems information after a software failure.
B) IT configuration management allows information to be automatically entered into the knowledge base.
C) IT configuration management enables more efficient usage of software.
D) IT configuration management identifies illegally installed or unlicensed software.

5. What metric is not expected from Incident Management?
(Choose 1)

A) Fix and response times.
B) SLA performance.
C) Number of RFCs.
D) Number of service requests.

Solutions: