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HDI Service Desk Manager (SDM) Sample Questions:

1. What are two best practices for retaining valuable members of your team?
(Choose 2)

A) Pay better than the industry average for the position.
B) Provide your employees with a clear career path.
C) Let members of your team figure out the job for themselves.
D) Avoid criticising the members of your team and praise regularly.

2. What are two key reasons for undertaking a gap analysis of your current operational practices?
(Choose 2)

A) Suggesting where improvements could be made.
B) It is more effective than performing a cost benefit analysis.
C) Identifying the desired state.
D) Recognising that the current levels of service are better than expected.

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

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

4. Which two of these are not core activities of IT Service Continuity Management?
(Choose 2)

A) Finding the correct offsite backup storage location.
B) Implementing standby arrangements.
C) Business Impact Assessment.
D) Updating ongoing operational procedures.
E) Appointment and training of fire marshals.

5. Which metric should you use to evaluate the success of Change Management?
(Choose 1)

A) Reduction in service disruption.
B) Increasing number of service requests.
C) Increasing number of normal changes (RFCs)
D) Reduction in cost per incident.

Solutions: