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HDI Service Desk Manager (SDM) Sample Questions:

1. What are two key objectives of the IT change management process?
(Choose 2)

A) To ensure that changes are approved on a basis of cost.
B) To ensure the customers are unaware of changes.
C) To ensure that all changes are processed rapidly.
D) To ensure a standard approach to changes is utilised.
E) To ensure changes are processed efficiently.

2. What is the difference between incident management and problem management?
(Choose 1)

A) Problem management finds and eliminates the underlying causes of incidents; incident management resolves incidents as quickly as possible.
B) Problem management prevents customers from calling; incident management handles calls when customers do call.
C) Problem management is focused on helping customers; incident management is focused on processes and procedures.
D) Problem management deals with conflicts within an SLA; incident management is independent of the SLA.

3. What are two of the best descriptions of alignment with the business?
(Choose 2)

A) IT services and products are purchased or designed only if they meet critical business requirements.
B) All services and products are designed with profitability to the business as the key requirement.
C) Understanding how business and IT can work together.
D) Using ITSM practices to underline the necessity of IT to the business it supports.
E) Knowing what the business is trying to achieve.

4. What is a common type of customer satisfaction survey used by the Service Desk?
(Choose 1)

A) A selective survey.
B) A telephone survey to 25 customers a day.
C) An annual or periodic survey.
D) An email survey scheduled for every Tuesday.

5. Identify one of the primary tasks in organising your resources.
(Choose 1)

A) Draw up a monthly rota of shift patterns.
B) Align resources to projects or activities.
C) Get senior management approval for the resource plan.
D) Organise frequent motivational sessions with your team.

Solutions: