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HDI Service Desk Manager (SDM) Sample Questions:

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

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

2. What is considered a best practice for providing direction and focus under chaotic circumstances?
(Choose 1)

A) Advise staff that big changes are imminent.
B) Tell staff absolutely everything you know about the situation.
C) Assure staff that they will be alright.
D) Empathise with your team members.

3. What is the best description of the Service Desks role in the Incident Management process?
(Choose 1)

A) The Service Desk passes all incidents to the problem management team.
B) The Service Desk documents all important customer requests for service.
C) The Service Desk determines the root cause of all incidents.
D) The Service Desk monitors all incidents until they are closed.

4. What should be the focus for developing a Configuration Management process?
(Choose 1)

A) Improving risk analysis.
B) Logging all assets as Configuration items.
C) Improving financial control of assets.
D) Reducing incidents and problems.

5. You are asked by your IT Director to write a report for the Board on the manner in which the Service Desk is supporting the strategic plans of the organisation. What key point does this request demonstrate?
(Choose 1)

A) That your marketing strategy is succeeding.
B) That your offering to work over the holiday period has been appreciated and this is a way to get you noticed.
C) That your request for additional service desk staff will be agreed to.
D) That your understanding of the expected and desired role of the Service Desk is recognized.

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