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HDI Service Desk Manager (SDM) Sample Questions:

1. What is the best way that a Service Desk can provide value to the company?
(Choose 1)

A) A Service Desk can best provide value to the company by implementing incident and problem management processes.
B) A Service Desk can best provide value to the company by becoming business centric.
C) A Service Desk can best provide value to the company by overseeing change management.
D) A Service Desk can best provide value to the company by using self-service technology.

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

3. Identify one of the key planning tasks a manager must carry out.
(Choose 1)

A) Make tactical short-term decisions to meet strategic goals.
B) Seek main board approval for operational process changes.
C) Devise a multi-layered plan to meet resourcing needs.
D) Produce a detailed task flowchart.

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

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

5. What is the best reason for having security policies in a Service Desk?
(Choose 1)

A) Security policies protect the company and customers from unauthorised access.
B) Security policies safeguard the Service Desks staff from liability.
C) Security policies are required by IT management.
D) Security policies ensure that security is everyones concern.

Solutions: