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HDI Help Desk Manager Sample Questions:

1. Which two service parameters are normally addressed in a Service Level Agreement? (Choose two)

A) call flows
B) training material
C) days and hours of service
D) products supported

2. Which technology reduces Help Desk call volumes?

A) voice mail
B) e-mail
C) telephone
D) self-service

3. Who is ultimately responsible for an employee's success or failure?

A) the employee
B) the employee's mentor
C) the employee's manager
D) the employee's team leader

4. Call volume increases whenever a new release of software is deployed, causing an increase in the
Abandonment Rate. You have decided to increase staff for the new release scheduled to rollout in
there months.
What helped you make your decision? (Choose two)

A) change management
B) quality assurance
C) trend analysis
D) disaster recovery
E) workforce scheduling

5. What is the primary difference between incident management and problem management?

A) problemmanagment prevents customers from calling;incident management handles calls when customers do call.
B) Problemmanagment is focused on helping customers;incident management is focused on processes and procedures.
C) Problem management deals with conflicts within a service levelagreement;incident managment is independent of the service level agreement level agreement.
D) Problem management finds and eliminates the underlying causes ofproblems;incident managment resolves incidents as quickly as possible as possible.

Solutions: