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HDI Service Desk Manager (SDM) Sample Questions:

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

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

2. What is a negative effect of stress?
(Choose 1)

A) People are often ill.
B) People work longer and are overworked.
C) People leave to work in other teams.
D) People take regular breaks.

3. What is the most likely benefit of using IT asset management?
(Choose 1)

A) IT asset management improves the accuracy of the knowledgebase.
B) IT asset management protects the Service Desks assets in the event of a disaster.
C) IT asset management minimises the impact that changes have on customers.
D) IT asset management allows you to determine the total cost of ownership for the Service Desk.

4. What is a typical operational metric that is an output of Configuration Management?
(Choose 1)

A) The cost of CIs arranged by department.
B) How many CIs each department has.
C) How many CIs relate to each IT system.
D) How many CIs identified that are not authorised.

5. You are giving a presentation to other support teams that explains why your service desk is implementing a Customer Satisfaction Survey programme. What two techniques should you use to ensure that your audience is engaged with what you are telling them?
(Choose 2)

A) Provide tea and biscuits for them.
B) Ask them some open questions.
C) Describe a possible scenario for the situation three months after the survey.
D) Tell them that they will not be involved - directly or indirectly.

Solutions: