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HDI Service Desk Manager (SDM) Sample Questions:

1. What is a key component of an internal SWOT analysis?
(Choose 1)

A) Focusing more on performance weaknesses identified.
B) Holding meetings with competitors.
C) Holding meetings with customers.
D) Reporting performance weaknesses immediately to the board.

2. What is a key principle of negotiation with customers?
(Choose 1)

A) Determine the customers underlying business need.
B) Focus on the individual rather than on the resolution.
C) Stick to the facts and ignore the customers emotions.
D) Seek a solution that aligns with Support Centre policies and processes.

3. Which two activities are part of the release management process?
(Choose 2)

A) Designing and coding software.
B) Tracking Requests for Change.
C) Training and communication.
D) Building the Configuration Management Database.
E) Managing the Definitive Software Library.

4. Which is a key first step in preparing to coach a member of your team?
(Choose 1)

A) Research the individuals career history.
B) Identify a quiet environment to carry out the coaching.
C) Ask other team members to highlight the individuals weaknesses.
D) Assess their abilities, competencies and commitment level.

5. Your team is expected to resolve most incidents and problems themselves without sending deskside personnel to support the customer. However, there are occasions when the team needs to offer deskside support. What is the best reason for using deskside support?
(Choose 1)

A) Your team should be more visible in the company.
B) Your team is short-staffed due to training commitments.
C) Your team is unsure of how to resolve the problem.
D) Your team cannot resolve the problem using remote support methods.

Solutions: