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HDI Service Desk Manager (SDM) Sample Questions:

1. You have been tasked with conducting a SWOT analysis of the Service Desk.
What is the best description of what you will be required to do? (Choose 1)

A) Identify its successes, weaknesses, opportunities and threats. nArialZ br
B) Identify its strengths, wants, organisation and threats.
C) Identify its size, wants, outages and tactics.
D) Identify its strengths, weaknesses, opportunities and threats.

2. What is a key benefit of change management?
(Choose 1)

A) An accurate Configuration Management Database (CMDB).
B) An increased number of changes.
C) A reduction in the number of problems.
D) Minimised service disruption.

3. Which factor must be identified for successful service continuity planning?
(Choose 1)

A) Identify which seasonal factors affect the electrical power supply systems.
B) Identify critical applications and their business continuity requirements.
C) Identify senior executives and where they live.
D) Identify offices that are located near airports or city centres.

4. Which of these is important for controlling and co-ordinating activities?
(Choose 1)

A) Oversee all day-to-day tasks.
B) Set task priorities to meet senior management directives.
C) Delegate and empower where appropriate.
D) Set rigid target deadlines for each tasks activities.

5. Which of these are important benefits of having an effective team?
(Choose 2)

A) A willingness to collaborate with and assist other team members.
B) Improved acceptance of your team by other departments.
C) Improved staff and customer relations.
D) Exemplary time management.
E) Improved task scheduling.

Solutions: