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HDI Service Desk Manager (SDM) Sample Questions:

1. 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 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 improves the accuracy of the knowledgebase.

2. Which would be a characteristic of an effective mentor?
(Choose 1)

A) A good mentor takes time to understand the individuals life goals.
B) A good mentor is able to get into an individuals psyche.
C) A good mentor is able to listen and keep quiet for long periods.
D) A good mentor able to inspire the individual.

3. You are the Service Desks manager and you have been tasked to develop an operational level agreement. With which group are you most likely to be negotiating this agreement?
(Choose 1)

A) A customer focus group.
B) Senior management.
C) A first level support team.
D) Another internal support team.

4. What is one of the main benefits of incident monitoring?
(Choose 1)

A) It identifies areas where analyst skills can be improved.
B) It ensures consistent first level responses.
C) It allows regular assessment of incident types.
D) It provides excellent examples of unique call handling techniques.

5. What is the primary benefit of IT Service Continuity Management in a disaster situation?
(Choose 1)

A) Improved management of risk and resources.
B) Effective recovery of business systems.
C) Lower future insurance premiums.
D) Meeting regulatory requirements.

Solutions: