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HDI Service Desk Manager (SDM) Sample Questions:

1. What is coaching?
(Choose 1)

A) Showing staff examples of excellent performance so they can follow the lead.
B) Getting better performing staff to work with poorer performers to show them how to do better.
C) How to structure a dynamic team.
D) The process of helping to enable the team to build their strengths based on a co-operative relationship.

2. What is the primary objective of workforce management?
(Choose 1)

A) To identify the resourcing requirements needed to meet demand and achieve goals.
B) To undertake and structure organisational change.
C) To reduce headcount.
D) To undertake comprehensive research into the workforce management practices of top service organisations.

3. What is the best description of organisational change management?
(Choose 1)

A) Organisational change management is a standard that guides development activities.
B) Organisational change management is a process designed to carry out changes to the organisations structure in a co-ordinated and project-based manner.
C) Organisational change management is the process designed to analyse activities to reduce or eliminate certain activities or costs.
D) Organisational change management is a strategic, integrated management system for achieving customer satisfaction.

4. Which actions are most likely to help you develop clear strategies to run your Service Desk effectively?
(Choose 2)

A) Delivering a presentation to your senior management.
B) Networking with people in other organisations.
C) Acquiring understanding of key business issues for your organization.
D) Attending an executive seminar.
E) Encouraging your staff to participate in intra-departmental projects.

5. Which two are key characteristics of an effective manager?
(Choose 2)

A) Understands business direction.
B) Continually champions the business goals and culture.
C) Demands extra effort to meet deadlines.
D) Develops effective procedures and implements them.

Solutions: