SDM v9

SDM v9 practice questions, page 3 of 4, with answer review and explanations.

Question 11

Which of the following is NOT a benefit of a structured approach to training?

  1. Improved staff productivity and consistency
  2. Reduced risk of errors and failures
  3. More effective use of the training budget
  4. Reduced risk of adopting bad habits

Question 12

Which of the following are benefits of omni-channel support?1. Seamless Transitions2. Context Sharing3. Increased Resolution Times4. User Choice & Accessibility5. Restricted Reporting

  1. 1, 2, 4
  2. 1, 3, 5
  3. 2, 3, 5
  4. 1, 4, 5

Question 13

Your Service Desk has performed exceptionally well in a business critical period.Which of the following methods would be LEAST effective in recognizing and rewarding staff?

  1. Recognize and publicize the success in a manner meaningful to them
  2. Highlight individual and team contributions individually and publicly
  3. Be consistent and fair when rewarding and recognizing staff
  4. Give the person who resolves the most incidents each month a cash bonus

Question 14

Which of the following statements is INCORRECT according to the defined SDM responsibilities within Tactical Management?

  1. The SDM translates service strategy into actionable objectives to enable structured delivery and improvement.
  2. The SDM analyses trend data to predict and prevent issues rather than relying solely on reactive measures.
  3. The SDM introduces innovation, automation, and AI in a controlled and responsible manner aligned with service needs.
  4. The SDM defines organizational vision and sets long-term strategic direction for the Service Desk.

Question 15

Your company is merging with another resulting in rationalization of Service Desk activity.What is the BEST way for the Service Desk Manager to provide direction and focus during challenging circumstances?

  1. Set demanding new goals to stretch the team and increase customer focus
  2. Use their presence to help provide clarity, guidance, and direction
  3. Analyze past successes to identify strengths, weaknesses, opportunities, and threats
  4. Test staff on their understanding of activities, processes, and procedures