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HDI Service Desk Manager (SDM) Sample Questions:

1. What is the best description of the mission statement for a Service Desk?
(Choose 1)

A) The Service Desks mission statement informs customers of strategies for improvement.
B) The Service Desks mission statement describes the purpose of the desk, the services provided and the manner of their delivery.
C) The Service Desks mission statement documents future services to be provided.
D) The Service Desks mission statement explains how service levels will be met.

2. Is it correct to say that in reality the Configuration Management Database must be accurate and up to date?
(Choose 1)

A) Always, where possible.
B) Always, without exception.
C) Only if the CIs are comprehensive.
D) Sometimes.

3. Your team is expected to resolve most incidents and problems themselves without sending deskside personnel to support the customer. However, there are occasions when the team needs to offer deskside support. What is the best reason for using deskside support?
(Choose 1)

A) Your team is short-staffed due to training commitments.
B) Your team cannot resolve the problem using remote support methods.
C) Your team should be more visible in the company.
D) Your team is unsure of how to resolve the problem.

4. What is a key requirement for successful project management?
(Choose 1)

A) A key requirement for successful project management is to define co-operative activities.
B) A key requirement for successful project management is to define stand-alone activities.
C) A key requirement for successful project management is to define project objectives.
D) A key requirement for successful project management is to define your role in the project.

5. What best describes the goals of IT Service Management?
(Choose 1)

A) IT Service Management means that IT services are visibly controlled by the organisation.
B) IT Service Management aligns business services to IT services.
C) IT Service Management aligns IT services to the organisations needs.
D) IT Service Management means that organisational needs are controlled by IT services.

Solutions: