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HDI Service Desk Manager (SDM) Sample Questions:

1. What are two of the key roles of the Service Desk in most organisations?
(Choose 2)

A) The key role of the Service Desk is to enforce service level agreements.
B) The key role of the Service Desk is to demonstrate its value to the organisation it serves.
C) The key role of the Service Desk is responsibility for the management of incidents.
D) The key role of the Service Desk is to ensure that all metrics are maintained and distributed.
E) The key role of the Service Desk is to provide technical support services to the executives in a timely manner.

2. What is coaching?
(Choose 1)

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

3. What is an essential requirement for effective workforce scheduling?
(Choose 1)

A) Ensuring that all shifts are staffed equally.
B) Adjusting expectations as needed.
C) Gaining support for your plans from the Company Accountant.
D) Working out precise details for IT continuity situations.

4. What is the primary benefit of implementing a release management process?
(Choose 1)

A) A release management process ensures that the products will be well received by everyone.
B) A release management process allows managers to maintain control over products.
C) A release management process eradicates single points of failure.
D) A release management process enables resources to be utilised more effectively.

5. What is an essential key performance indicator to ensure that IT Service Continuity Management is kept up to date?
(Choose 1)

A) Regular inspection of the third party contractor process.
B) Backup logs of key business data files.
C) Regular IT service continuity testing.
D) Clearly documented IT Service Continuity Management procedures.

Solutions: