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HDI Service Desk Manager (SDM) Sample Questions:

1. What is a best practice for negotiating successfully with customers?
(Choose 1)

A) Maintain a strong and assertive stance towards the customer.
B) Seek clarity on the source of issues or problems.
C) Emphasise the details of the customers concerns.
D) Offer several options for the customer to choose from.

2. Which is the best tool for tracking the number of abandoned calls to the Service Desk?
(Choose 1)

A) Call management system.
B) Knowledgebase.
C) Incident log.
D) Automatic call distributor.

3. What is a key requirement for successful project management?
(Choose 1)

A) A key requirement for successful project management is to define your role in the project.
B) A key requirement for successful project management is to define co-operative activities.
C) A key requirement for successful project management is to define project objectives.
D) A key requirement for successful project management is to define stand-alone activities.

4. What is the most likely advantage of outsourcing?
(Choose 1)

A) Outsourcing improves staff morale.
B) Outsourcing provides defined and documented service levels.
C) Outsourcing transfers responsibility to the outsourcer.
D) Outsourcing eliminates the need for supervisors.

5. Which three are typical characteristics of successful projects?
(Choose 3)

A) The number of people required for the project is agreed on.
B) Meetings are scheduled according to availability of staff.
C) The project is not discussed openly until project completion.
D) A plan is developed for all aspects of communication.
E) All Interested parties are recognized.

Solutions: